Forrester Research : Analyst : Megan Burns

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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

Megan Burns's Research

For Customer Experience Professionals
Report: How Companies Improved Their Customer Experience Index Scores, 2013
Megan BurnsMay 21, 2013
Every year, Forrester uses the results of its Customer Experience Index benchmark to see which firms made big strides in the race for customer experience excellence. This report summarizes what ...
- Downloads: 423
- Rating:
For Customer Experience Professionals
Report: The State Of Customer Experience Management, 2013
Megan BurnsMarch 22, 2013
Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Exper...
- Downloads: 567
- Comments: 2
- Rating:
For Customer Experience Professionals
Report: How Disciplined Is Your Customer Experience Management?
Megan BurnsJanuary 18, 2013
To succeed in today's business climate, companies must consistently deliver a good customer experience. Unfortunately, few firms have what it takes to do that because they lack systems for disci...
- Downloads: 253
- Rating:
For Customer Experience Professionals
Report: The Customer Experience Index, 2013
Megan BurnsJanuary 15, 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: 1416
- Comments: 7
- Rating:
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...
- Downloads: 441
- Rating:

View all of Megan Burns's Research

For Customer Experience Professionals
Report: The Customer Experience Index, 2012
Megan BurnsJanuary 23, 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: 2821
- Rating:
For Customer Experience Professionals
Report: How Four Firms Measure Customer Experience
Megan BurnsMay 4, 2012
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: 3007
- Rating:
For Customer Experience Professionals
Report: The Customer Experience Index, 2011
Megan BurnsJanuary 11, 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: 2607
For Customer Experience Professionals
Report: Customer Experience Maturity Defined
Megan BurnsJune 14, 2012
This report is an update to "Customer Experience Maturity Defined" originally published on September 12, 2011. This report gives customer experience professionals who discover the need to transf...
- Downloads: 2496
For Customer Experience Professionals
Report: The Business Impact Of Customer Experience, 2012
Megan BurnsMarch 26, 2012
This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Year...
- Downloads: 2273
- Comments: 2
- Rating: