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.


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.

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8 results in Reports

  • Megan Burns
  • Past 6 months
  • For Customer Experience Professionals

    Report:The Path To Customer Experience Maturity

    Road Map: The Customer Experience Maturity Playbook

    Companies have lofty goals for customer experience. Unfortunately, most customer experience professionals aren't doing even a fraction of the things required to achieve those goals. Customer...

    • Downloads: 1395
  • For Customer Experience Professionals

    Report:Where Are You On The Path To Customer Experience Maturity?

    Assessment: The Customer Experience Maturity Playbook

    Success in the age of the customer requires the ability to design, implement, and manage customer experience in a disciplined way — a capability few firms have today. They can build this...

    • Downloads: 938
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index) benchmark of 2015 sets the baseline that will tell 299 US...

    • Downloads: 604
  • For Customer Experience Professionals

    Report:The State Of Customer Experience Maturity, Q4 2014

    Landscape: The Customer Experience Maturity Playbook

    Want to know how mature your customer experience (CX) program is compared with other organizations? This report will tell you. Forrester surveyed 126 CX professionals to find out how their firms...

    • Downloads: 289
  • For Customer Experience Professionals

    Report:Brief: Actions Speak Louder Than Words When It Comes To Customer Centricity

    Financial Services Firms Must Demonstrate Customer Advocacy In Every Interaction

    Customer experience (CX) and customer advocacy are both leading indicators of customer loyalty for financial services firms. This report outlines the drivers of great customer experience that do...

    • Downloads: 235
  • For Customer Experience Professionals

    Report:Brief: How To Help Your Executives Lead CX Transformations

    The Big Gestures And Everyday Habits That Propel Organizations Toward Customer Experience Greatness

    There's no shortage of enthusiasm for customer experience (CX) among executives these days. But there is a shortage of action. Executives we talk to are often eager to be part of the CX...

    • Downloads: 192
  • For Customer Experience Professionals

    Report:Brief: Use Bright Spot Analysis To Deliver Quick Customer Experience Wins

    Bright spot analysis is a performance improvement technique popularized in the book Switch: How to Change Things When Change is Hard. It has delivered shockingly fast and meaningful results in fields...

    • Downloads: 154
  • For Customer Experience Professionals

    Report:Close The Experience Gaps With The Right Business Technology

    Closing The Experience Gaps

    Companies that want to improve customer experience will increasingly rely on technology to close gaps in performance, convenience, personalization, and trust. Forrester has created a catalog showing...

    • Downloads: 147