Forrester Research : Analyst

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Megan Burns

Principal Analyst serving Customer Experience PROFESSIONALS

Blog: Customer Experience Blog

Megan serves Customer Experience Professionals. She is a leading expert on customer experience management, maturity, benchmarking, governance, and ROI. She is the creator of Forrester's Customer Experience Maturity Framework and manages The Customer Experience Index, Forrester's annual benchmark of customer experience quality across more than 150 large US firms.

As an accomplished public speaker, Megan is a frequent presenter at industry events such as Forrester's Customer Experience Forum and the NetPromoter Conference. She has been quoted in media outlets including The Wall Street Journal, Internet Retailer, and B2B Magazine.

Previous Work Experience

Before joining Forrester, Megan spent more than six years defining online customer experiences for B2C and B2B websites at AT&T. That work included eCommerce, online customer service, and online marketing sites. Prior to that she spent time at both Intel and IBM as a software engineer.

Education

Megan holds a master's degree in software engineering from Carnegie Mellon University, where she specialized in user and business requirements. She also holds a Bachelor of Science degree in computer science from Rensselaer Polytechnic Institute.

Research Coverage:

Accenture, Capgemini, Customer Experience Management, Dell, Deloitte, Expert Reviews, Multichannel Customer Experience, Web Design & Usability

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36 results in Social

Megan Burns

For Customer Experience Professionals
Blog:Want Better Customer Experiences? Adopt The Six Disciplines Of CX Maturity
Megan BurnsMay 22, 2013
This morning we released the latest version of an annual client favorite: “How Companies Improved Their CXi Scores, 2013.” As we do each year, we compiled a list of brands whose scores...
For Customer Experience Professionals
Blog:How Marshalls, Courtyard By Marriott, And Lowe’s Meet Customer Needs
Megan BurnsFebruary 22, 2013
Earlier this week, someone asked me which firms in the CXi do the best job at meeting customer needs. The three top scorers on that criterion were: Marshalls (93%) Courtyard by Marriott (92%)...
For Customer Experience Professionals
Blog:Q&A From Last Week's Customer Experience Index Webinar
Megan BurnsFebruary 9, 2013
Last week, I did a webinar on Forrester’s Customer Experience Index, 2013. We didn’t have time to answer everyone’s questions, so I thought I’d post answers to those we...
For Customer Experience Professionals
Blog:New For 2013 — The Forrester Customer Experience Index Award Of Excellence
Megan BurnsJanuary 23, 2013
Last week, we released our sixth annual Forrester Customer Experience Index. This week, we’re introducing something new to go along with the benchmark — an award. From now on, any brand...
For Customer Experience Professionals
Blog:The Customer Experience Index, 2013
Megan BurnsJanuary 15, 2013
Just moments ago we released the sixth annual Forrester Customer Experience Index (CXi), our yearly benchmark of customer experience quality as judged by the only people whose opinion matters —...
For Customer Experience Professionals
Blog:It's Time To Exercise Your Customer Experience Muscles
Megan BurnsNovember 12, 2012
I was talking to a client the other day who was very frustrated. She told me that her executives talk about customer experience all the time; they seem “bought in” to the idea that it...
For Customer Experience Professionals
Blog:Introducing The Experience-Driven Organization Playbook
Megan BurnsJuly 19, 2012
If you are trolling around our website, you may have seen that we’ve introduced a new way to organize our research, something that we call playbooks. We made this change because for years...
For Customer Experience Professionals
Blog:Customer Experience Programs Need To Move From Talk To Action
Megan BurnsMay 1, 2012
Last week, I released an update to a very popular report titled “The State Of Customer Experience, 2012.” The research is based on a survey of customer experience pros about their plans...
For Customer Experience Professionals
Blog:Our Data Once Again Shows That Better Customer Experience Yields Millions In Revenue Benefit
Megan BurnsMarch 28, 2012
I just published Forrester’s fourth annual report “The Business Impact Of Customer Experience, 2012” using updated data from the 2012 Customer Experience Index. Once again, the news...
For Customer Experience Professionals
Blog:Three Ways To Use CXi Data To Inform Customer Experience Improvement Efforts
Megan BurnsMarch 16, 2012
In the two months since I published "The Customer Experience Index, 2012," the number of companies requesting a deeper look at the data has been quite high. Many have asked me to suggest ways to use...
For Customer Experience Professionals
Blog:Enjoyable Experiences Are The First Step To Creating Emotional Connections With Customers
Megan BurnsMarch 9, 2012
The Holy Grail of customer experience for many firms goes beyond useful and easy to interactions that create an emotional connection with the customer. That’s not easy to do, but step 1 is...
For Customer Experience Professionals
Blog:It's Not Easy Being Easy
Megan BurnsFebruary 24, 2012
Thanks for all your thoughtful responses to last week’s post about why companies fail to meet customer needs. Clearly there’s more work to be done in that department, but for now, I...
For Customer Experience Professionals
Client Inquiry:The Customer Experience Index For Industry Verticals Is Available But Not In Published Research
Megan BurnsFebruary 24, 2012
Forrester's January 23, 2012, "The Customer Experience Index, 2012" report by Megan Burns is a general research summary for all industries. Are there industry-specific reports planned around...
For Customer Experience Professionals
Blog:Customer Experience Leaders Obsess Over Customer Needs
Megan BurnsFebruary 16, 2012
Last week, I took you through the top scorers in this year’s Customer Experience Index by industry. But 13% of customer experience professionals said that they aim to differentiate across...
For Customer Experience Professionals
Blog:Watch Out…Customer Experience Innovations Can Come From Where You Least Expect Them
Megan BurnsFebruary 7, 2012
Last week I posted some of the most frequently asked questions we get about the Customer Experience Index, 2012. One question I didn’t include but should have is “Who got the highest...
For Customer Experience Professionals
Blog:Frequently Asked Questions About Forrester's Customer Experience Index, 2012
Megan BurnsJanuary 30, 2012
Since publishing our Customer Experience Index, 2012 last week, we've gotten a flood of questions about the research, methodology, and results. I'm putting the finishing touches on a full...
For Customer Experience Professionals
Blog:Forrester’s Fifth Annual Customer Experience Index Shows Excellence Is Exceedingly Rare
Megan BurnsJanuary 23, 2012
Today we published Forrester’s 2012 Customer Experience Index (CXi). It’s our fifth annual benchmark of customer experience quality as judged by the only people whose opinion matters...
For Customer Experience Professionals
Client Inquiry:Can Forrester Help Our Company Identify Industry-Leading Customer Experience Trainers?
Megan BurnsJanuary 11, 2012
We are hoping that Forrester can help our company identify industry-leading companies that train people on customer experience.
For Customer Experience Professionals
Blog:Want To Know How Your 2012 Customer Experience Plans Compare To Others? Take Our Benchmarking Survey To Find Out.
Megan BurnsNovember 21, 2011
Calling all customer experience professionals! It’s that time of year again . . . time for Forrester to take a snapshot of what’s going on inside customer experience programs around the...
For Customer Experience Professionals
Client Inquiry:Forrester's Customer Experience Index Uses A Specific Methodology
Megan BurnsOctober 24, 2011
How is the Customer Experience Index (CXi) calculated?
For Customer Experience Professionals
Blog:Attention Tech Vendors: You Can’t Sell A Box Of Customer Experience Management
Megan BurnsAugust 8, 2011
(This post was co-authored by Megan Burns and Andrew McInnes so appears on both of their personal blogs.) Customer experience management (CEM) has become a marketing buzzword for technology vendors...
For Customer Experience Professionals
Blog:New Report: "What Are The Right Web Customer Experience Success Metrics?"
Megan BurnsAugust 4, 2011
For the past five years, I’ve been leading Forrester’s research on measuring customer experience. With the recent explosion of interest in customer experience overall and the...
For Customer Experience Professionals
Blog:Join Us For A Workshop In Our Brand New Headquarters: Transforming Your Firm's Customer Experience on September 20, 2011
Megan BurnsAugust 1, 2011
Earlier this year, I ran a workshop designed to help customer experience professionals get a jumpstart on the process of transforming their organizations to be more customer-centric. We got great...
For Customer Experience Professionals
Client Inquiry:Which Metrics Does Forrester Recommend Using To Measure Customer Experience?
Megan BurnsJuly 5, 2011
Which metrics or key performance indicators does Forrester encourage its clients to use to measure a better customer experience? What should we be thinking about as we try to capture what success...
For Customer Experience Professionals
Client Inquiry:Measuring Customer Experience Quality
Megan BurnsJune 3, 2011
What are some of the metrics companies use to measure whether or not they are delivering "good" experiences?

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Megan Burns

Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Date Range

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For Customer Experience Professionals

Blog:Want Better Customer Experiences? Adopt The Six Disciplines Of CX Maturity

For Customer Experience Professionals

Blog:How Marshalls, Courtyard By Marriott, And Lowe’s Meet Customer Needs

For Customer Experience Professionals

Blog:Q&A From Last Week's Customer Experience Index Webinar

For Customer Experience Professionals

Blog:New For 2013 — The Forrester Customer Experience Index Award Of Excellence

For Customer Experience Professionals

Blog:The Customer Experience Index, 2013

For Customer Experience Professionals

Blog:It's Time To Exercise Your Customer Experience Muscles

For Customer Experience Professionals

Blog:Introducing The Experience-Driven Organization Playbook

For Customer Experience Professionals

Blog:Customer Experience Programs Need To Move From Talk To Action

For Customer Experience Professionals

Blog:Our Data Once Again Shows That Better Customer Experience Yields Millions In Revenue Benefit

For Customer Experience Professionals

Blog:Three Ways To Use CXi Data To Inform Customer Experience Improvement Efforts

For Customer Experience Professionals

Blog:Enjoyable Experiences Are The First Step To Creating Emotional Connections With Customers

For Customer Experience Professionals

Blog:It's Not Easy Being Easy

For Customer Experience Professionals

Client Inquiry:The Customer Experience Index For Industry Verticals Is Available But Not In Published Research

For Customer Experience Professionals

Blog:Customer Experience Leaders Obsess Over Customer Needs

For Customer Experience Professionals

Blog:Watch Out…Customer Experience Innovations Can Come From Where You Least Expect Them

For Customer Experience Professionals

Blog:Frequently Asked Questions About Forrester's Customer Experience Index, 2012

For Customer Experience Professionals

Blog:Forrester’s Fifth Annual Customer Experience Index Shows Excellence Is Exceedingly Rare

For Customer Experience Professionals

Client Inquiry:Can Forrester Help Our Company Identify Industry-Leading Customer Experience Trainers?

For Customer Experience Professionals

Blog:Want To Know How Your 2012 Customer Experience Plans Compare To Others? Take Our Benchmarking Survey To Find Out.

For Customer Experience Professionals

Client Inquiry:Forrester's Customer Experience Index Uses A Specific Methodology

For Customer Experience Professionals

Blog:Attention Tech Vendors: You Can’t Sell A Box Of Customer Experience Management

For Customer Experience Professionals

Blog:New Report: "What Are The Right Web Customer Experience Success Metrics?"

For Customer Experience Professionals

Blog:Join Us For A Workshop In Our Brand New Headquarters: Transforming Your Firm's Customer Experience on September 20, 2011

For Customer Experience Professionals

Client Inquiry:Which Metrics Does Forrester Recommend Using To Measure Customer Experience?

For Customer Experience Professionals

Client Inquiry:Measuring Customer Experience Quality

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