Megan BurnsPrincipal Analyst
Business Strategy For Customer Experience, Channel Design Strategies, Customer Experience, Customer Experience Management, Design & Usability Processes, Expert Reviews, Multichannel Customer Experience, Organization & Culture For Customer Experience, ROI Of Customer Experience, Web Site Design
Megan serves Customer Experience Professionals. She is a leading expert on measuring customer experience, benchmarking a company's ability to deliver great customer experience, estimating the ROI of a customer experience improvements, and getting executives to actively participate in the customer experience transformation. She manages Forrester's Customer Experience Index, an annual benchmark of the customer experiences delivered by more than 150 large US firms. In addition to these primary areas of study, Megan's secondary coverage includes best practices for customer experience governance and creating customer-centric cultures.
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.
Before joining Forrester, Megan spent more than six years defining online customer experiences for B2C and B2B Web sites at AT&T. That work included eCommerce, online customer service, and online marketing sites. She spent time at Intel and IBM before joining AT&T, and covered Web analytics and online customer experience during her first three years at Forrester before shifting to focus enterprise customer experience transformations.
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.
The Customer Experience Index, 2012 January 23, 2012 BookmarkPDF
How Rogers Communications Unified Its Approach To Customer Experience Measurement December 20, 2011 (Rating: 9) BookmarkPDF
Scorecard: Customer Experience Maturity Assessment 1.0 December 08, 2011 (Rating: 10) BookmarkPDF
Customer Experience Maturity Defined September 12, 2011 (Rating: 9) BookmarkPDF
Model The ROI Of Customer Experience Improvement Projects: A How-To Guide August 12, 2011 (Rating: 9) BookmarkPDF
Customer Experience Maturity Framework, Revised April 2012 Receive an alert when this document is published: email RSS
Implementing Customer Experience Governance August 2012 Receive an alert when this document is published: email RSS
Choosing The Right Customer Experience Governance Model July 2012 Receive an alert when this document is published: email RSS
The State Of Customer Experience, 2012 March 2012 Receive an alert when this document is published: email RSS
How Companies Raised Their Customer Experience Index Scores, 2012 May 2012 Receive an alert when this document is published: email RSS
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