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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Client Inquiries
Megan Burns

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
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
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
Client Inquiry:Which Metrics Does Forrester Recommend Using To Measure Customer Experience?
Megan BurnsJuly 05, 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 03, 2011
What are some of the metrics companies use to measure whether or not they are delivering "good" experiences?
For Customer Experience Professionals
Client Inquiry:What Are Best Practices For Collecting Employee Suggestions For Customer Experience?
Megan BurnsJune 02, 2011
We have a question about voice of the employee as it relates to customer experience: When a company has more than 1,000 customer support staff members, what is the best method for collecting the high...
For Customer Experience Professionals
Client Inquiry:What Are Best Practices For Drafting Customer Experience Strategy Statements?
Megan BurnsJune 02, 2011
We understand customer experience strategy statements at the conceptual level, but when we try to draft them, they come out pretty bland (e.g., "a good experience!"). Can you provide us with an...
For Customer Experience Professionals
Client Inquiry:The Value Of Website Redesigns
Megan BurnsDecember 08, 2010
We are currently redesigning our external secured transactional websites. Is there any research that demonstrates the anticipated and/or actual increase in usage/traffic once these sites are...
For Customer Experience Professionals
Client Inquiry:Does Forrester Have Data Around The Benefits Of Delivering Great Customer Experiences?
Megan BurnsSeptember 08, 2010
Does Forrester have data that shows: 1) the relative financial performance of companies that deliver great experiences versus those that get low customer experience ratings; 2) the relative retention...
For Customer Experience Professionals
Client Inquiry:Measuring In-Store Customer Experience
Megan BurnsAugust 04, 2010
How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...

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Megan Burns

Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

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For Customer Experience Professionals

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

For Customer Experience Professionals

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

For Customer Experience Professionals

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

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

For Customer Experience Professionals

Client Inquiry:What Are Best Practices For Collecting Employee Suggestions For Customer Experience?

For Customer Experience Professionals

Client Inquiry:What Are Best Practices For Drafting Customer Experience Strategy Statements?

For Customer Experience Professionals

Client Inquiry:The Value Of Website Redesigns

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Data Around The Benefits Of Delivering Great Customer Experiences?

For Customer Experience Professionals

Client Inquiry:Measuring In-Store Customer Experience

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