Megan BurnsSenior Analyst
Build the business case for change, Business Strategy For Customer Experience, Customer Experience, Customer Experience Management, Design & Usability Processes, Expert Reviews, ROI Of Customer Experience, Web Analytics, Web Site Design, Web Site Design Standards
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.
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.
Megan holds a master's degree in software engineering degree 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.
Five Ways To Turn Business Case Presentations From Boring Into "Wow!" May 01, 2009 (Rating: 7) BookmarkPDF
Customer Experience Budgets Weather The Storm In 2009 March 17, 2009 (Rating: 10) BookmarkPDF
Make The Most Of Web Site Satisfaction Surveys March 17, 2009 BookmarkPDF
Customer Experience Predictions For 2009 January 26, 2009 (Rating: 8) BookmarkPDF
Map User Goals To Business Objectives December 18, 2008 (Rating: 7) BookmarkPDF
Customer Experience Metrics That Matter December 2009 Receive an alert when this document is published: email RSS
