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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6 results in Reports

Megan Burns
Past 6 months

For Customer Experience Professionals
Report:The Customer Experience Index, 2013
Benchmarks: The Customer Experience Management Playbook
Megan BurnsJanuary 15, 2013
How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...
- Downloads: 1429
- Comments: 7
- Rating:
For Customer Experience Professionals
Report:The State Of Customer Experience Management, 2013
Landscape: The Customer Experience Management Playbook
Megan BurnsMarch 22, 2013
Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Experience...
- Downloads: 569
- Comments: 2
- Rating:
For Customer Experience Professionals
Report:How Companies Improved Their Customer Experience Index Scores, 2013
Best Practices: The Experience-Driven Organization Playbook
Megan BurnsMay 21, 2013
Every year, Forrester uses the results of its Customer Experience Index benchmark to see which firms made big strides in the race for customer experience excellence. This report summarizes what we...
- Downloads: 431
- Rating:
For Customer Experience Professionals
Report:Executive Q&A: Forrester's Customer Experience Index
Megan BurnsJanuary 4, 2013
To help customer experience professionals get the most from Forrester's Customer Experience Index (CXi) research, we've summarized answers to the 10 most frequently asked questions we get from...
- Downloads: 349
For Customer Experience Professionals
Report:Executive Q&A: Customer Experience Measurement
Maxie Schmidt-Subramanian, Megan BurnsJanuary 10, 2013
To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....
- Downloads: 443
- Rating:
For Customer Experience Professionals
Report:How Disciplined Is Your Customer Experience Management?
Assessment: The Customer Experience Management Playbook
Megan BurnsJanuary 18, 2013
To succeed in today's business climate, companies must consistently deliver a good customer experience. Unfortunately, few firms have what it takes to do that because they lack systems for...
- Downloads: 253
- Rating:

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Megan Burns

Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Methodology

Topics

Industry

All Industries

Region

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

For Customer Experience Professionals

Report:The State Of Customer Experience Management, 2013

For Customer Experience Professionals

Report:How Companies Improved Their Customer Experience Index Scores, 2013

For Customer Experience Professionals

Report:Executive Q&A: Forrester's Customer Experience Index

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Measurement

For Customer Experience Professionals

Report:How Disciplined Is Your Customer Experience Management?

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