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.

Megan Burns's Research

  • For Customer Experience Professionals

    Report: What Drives A Profitable Customer Experience

    Firms have no shortage of ideas on how to improve customer experience (CX). What many haven't had is a good way to prioritize those ideas — until now. Forrester recently conducted a survey...

    • Downloads: 431
  • For Customer Experience Professionals

    Report: Introducing Forrester's Next-Generation Customer Experience Index

    For the past seven years, Forrester has used its Customer Experience Index (CXi) to benchmark how consumers rated their interactions with hundreds of brands in the US and, more recently, in Euro...

    • Downloads: 434
  • For Customer Experience Professionals

    Report: How Companies Improved Their Customer Experience Index Scores, 2014

    Forrester interviewed customer experience (CX) professionals at brands that showed the biggest year-over-year improvement in our annual CX benchmark. We asked them what they and their companies ...

    • Downloads: 548
  • For Customer Experience Professionals

    Report: Five Secrets Of Effective Customer Experience Steering Committees

    Customer experience (CX) steering committees add value by coordinating CX efforts that span silo boundaries. We interviewed leaders of CX steering committees at various firms to learn what helps...

    • Downloads: 353
  • For Customer Experience Professionals

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

    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 c...

    • Downloads: 720
  • For Customer Experience Professionals

    Report: Customer Experience Maturity Defined

    This report is an update to "Customer Experience Maturity Defined" originally published on September 12, 2011. To excel at customer experience, organizations must routinely perform the practices...

    • Downloads: 3434
  • For Customer Experience Professionals

    Report: How Four Firms Measure Customer Experience

    This report is an update to "How Four Firms Measure Customer Experience Across The Enterprise" originally published on January 22, 2010. Chief customer experience officers (CC/EOs) need a set of...

    • Downloads: 3505
  • For Customer Experience Professionals

    Report: The Customer Experience Index, 2012

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform the...

    • Downloads: 3070
  • For Customer Experience Professionals

    Report: The Customer Experience Index, 2011

    To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Cus...

    • Downloads: 2729
  • For Customer Experience Professionals

    Report: The Customer Experience Index, 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...

    • Downloads: 2422
View all of Megan Burns's Research

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