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

Reports (7)
Social (1)

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Customer Experience (6)
Customer Insights (1)

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Consumer Technographics (2)

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Financial Services (2)
Retail (1)

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North America (2)

7 results in Reports

Megan Burns
Customer Relationship Management (CRM)

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: 412
- Rating:
For Customer Experience Professionals
Report:Better Customer Experience Correlates To Higher Net Promoter Scores
Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience
Megan BurnsNovember 09, 2012
Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...
- Downloads: 526
- Rating:
For Customer Experience Professionals
Report:Websites That Don't Support Customers Waste Millions
Business Case: The Digital Customer Experience Improvement Playbook
Megan Burns, Adele SageAugust 21, 2012
This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...
- Downloads: 1731
- Rating:
For Customer Experience Professionals
Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers
Megan BurnsJuly 14, 2011
Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...
- Downloads: 843
For Customer Experience Professionals
Report:Firms Struggle To Measure Customer Experience Across Channels
Technical And Organizational Silos Hinder Cross-Channel Tracking
Megan BurnsSeptember 22, 2009
Forrester recently surveyed decision-makers at 41 companies and found that their primary challenges when it comes to customer experience measurement relate to tracking experiences across channels....
- Downloads: 1007
For Customer Experience Professionals
Report:Make The Most Of Web Site Satisfaction Surveys
Go Beyond Measurement To Modeling And Diagnosis
Megan BurnsMarch 17, 2009
Customer satisfaction surveys are popular, but overall satisfaction scores don't produce actionable insights. Firms need detailed data on specific factors that influence visitors' overall perception...
- Downloads: 818
For Customer Insights Professionals
Report:Q&A: Five Web Analytics Answers Direct Marketers Must Know
Megan Burns, Suresh VittalOctober 14, 2008
Web analytics data is one of the few pieces of customer data that direct marketers have not yet integrated into their customer databases. This is a missed opportunity for most direct marketers: Web...
- Downloads: 1021

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Megan Burns

Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Role

Methodology

Topics

Industry

Region

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Measurement

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

For Customer Experience Professionals

Report:Firms Struggle To Measure Customer Experience Across Channels

For Customer Experience Professionals

Report:Make The Most Of Web Site Satisfaction Surveys

For Customer Insights Professionals

Report:Q&A: Five Web Analytics Answers Direct Marketers Must Know

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