Analyst's Photo Name and Title Contact information
Megan Burns

Megan Burns
Principal Analyst

Research Coverage

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

Research Focus

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.

Previous Work Experience

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.

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.

Latest Research

Planned Research

Customer Experience Maturity Framework, Revised April 2012
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Implementing Customer Experience Governance August 2012
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Choosing The Right Customer Experience Governance Model July 2012
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The State Of Customer Experience, 2012 March 2012
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How Companies Raised Their Customer Experience Index Scores, 2012 May 2012
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Megan Burns serves Customer Experience professionals.

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Upcoming Forrester Events
Recent Media Citations
1to1 Media, "Customer Experience Excellence Is Exceedingly Rare," January 23, 2012
Media Post, "Customer Experience Better At Tech-Focused Brands Vs. Trad Media," January 23, 2012
1to1Media, "Evaluating Customer Experience Maturity," October 17, 2011
UX Magazine, "6 Disciplines For Reaching Customer Experience Maturity," September 21, 2011
American Banker, "Reason To Road Trip; Customer Behavior Better Observed Than Predicted," August 1,
1to1, "Two Musts For Customer Experience Excellence," February 28, 2011