Speaker Biographies
Megan Burns
Senior Analyst
Forrester Research
Research Focus
Megan serves the Customer Experience professional. She is a leading expert on modeling and estimating the ROI of a better customer experience and how to create business cases that "wow" executives into funding customer experience initiatives. Megan's primary research also covers customer experience metrics and measurement, with emphasis on how Customer Experience professionals can use data to make better, more informed business decisions. In addition to these primary areas of study, Megan's secondary coverage areas include Web design best practices, Web Site Brand Reviews, and the usability of online customer ratings/reviews and blogs.
Previous Work Experience
Before joining Forrester, Megan spent more than six years defining user requirements and experiences for B2C and B2B Web sites at AT&T. She has worked on eCommerce, online customer service, and online marketing sites, and she was the lead engineer for the AT&T CallVantage Service online call manager interface (VoIP). Megan has worked with Internet technologies since 1996, working at Intel and IBM before joining AT&T. As an accomplished public speaker, Megan is a frequent presenter at industry events such as Forrester's Consumer and Marketing Forums; the eMetrics Summit; and Blueprints, the Usability Professionals Association's annual conference. She has delivered keynote speeches at numerous conferences and has been quoted in the press by media outlets such as Destination CRM, Internet Retailer, and The Wall Street Journal.
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.
Sessions Featuring This Speaker
April 10, 2007
8:30-6:00 p.m.
Pre-Forum Boot Camp: Web Site Brand Review: Best Practices In Online Branding
April 11, 2007
1:35-2:20 p.m.
Measuring Success In A Customer-Centric Organization
April 12, 2007
3:30-4:15 p.m.
Measuring Rich Internet Applications