Megan Burns

VP, Principal Analyst serving Customer Experience PROFESSIONALS

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.

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7 results in Reports

  • Megan Burns
  • Customer Relationship Management (CRM)
  • For Customer Experience Professionals

    Report:Executive Q&A: Customer Experience Measurement

    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: 616
  • 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

    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: 791
  • For Customer Experience Professionals

    Report:Websites That Don't Support Customers Waste Millions

    Business Case: The Digital Customer Experience Improvement Playbook

    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: 2108
  • For Customer Experience Professionals

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

    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: 924
  • For Customer Experience Professionals

    Report:Firms Struggle To Measure Customer Experience Across Channels

    Technical And Organizational Silos Hinder Cross-Channel Tracking

    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: 1046
  • For Customer Experience Professionals

    Report:Make The Most Of Web Site Satisfaction Surveys

    Go Beyond Measurement To Modeling And Diagnosis

    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: 850
  • For Customer Insights Professionals

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

    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: 1045