Megan Burns

VP, Principal Analyst

Author Insights

Blog

Rotten Phish Spoils Employee Experience

Jinan Budge September 24, 2020
When our colleagues Claire O’Malley and Brian Kime wrote their “Point/Counterpoint: The Ethics Of COVID-19 Phishing” blog in March, it turns out they were inadvertently predicting an event that took place this week: An employee took to social media to speak out about a highly insensitive phishing simulation. Tribune Publishing Company, publisher of newspapers like […]
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Blog

COVID-19 Campaigns Highlight The Need For Phishing Protection

Joseph Blankenship April 21, 2020
Cybercriminals are using the pandemic to dramatically increase phishing attacks, effectively targeting work-from-home employees. Find out how you can minimize the threat.
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Blog

Point/Counterpoint: The Ethics Of COVID-19 Phishing

Brian Kime March 18, 2020
Security awareness testing for employees should be realistic. Yet those overseeing phishing drills should be careful when using coronavirus-related messaging.
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Blog

Employee Safety Is For Sale

Jeff Pollard December 20, 2019
New risks emerge around user location data that may have you rethinking your cybersecurity plan.
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Video

DAM Or Web CMS? Part 2: Find Out Which DX Technology You Need For Workflow And Delivery

Nick Barber December 4, 2018
In the second part of our series, we take a look at workflow and delivery and where digital asset management and web content management systems excel. If you haven’t seen the first part of our analysis, make sure you check it out. Do you need more help? Forrester clients can set up an inquiry with […]
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Video

DAM Or Web CMS? Find Out Which Digital Experience Technology You Need

Nick Barber November 7, 2018
We get a lot of questions from clients about the differences between digital asset management (DAM) and web content management systems (web CMSes). In this two-part series, Mark Grannan and I break down the technologies into four categories: users, assets, workflow, and delivery. In our first video, we tackle users and assets. Do you need […]
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Blog

Sitecore’s Purchase Of Stylelabs Fits a Trend — But Is Not A Game Changer

Nick Barber October 10, 2018
Sitecore finally got its DAM. In the latest example of the convergence and consolidation in the digital experience market, Sitecore bought DAM vendor Stylelabs. The addition of DAM to the Sitecore portfolio (dubbed the “Experience Platform”) — which started with web CMS, then progressed to eCommerce and customer profile management — means that Sitecore has a stronger […]
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Blog

Welcome Rain Capital

Stephanie Balaouras July 9, 2018
Rain Capital is shaking up the investment side of cybersecurity. Apart from only 11% of cybersecurity professionals being women, venture capital (VC) firms also suffer from a gender disparity with limited diversity. According to TechCrunch, only 8% of partners from the top 100 venture firms were women in 2017, and eight of these top 100 […]
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Blog

C/4HANA: SAP's Industrialization Of Customer Engagement

John Bruno June 5, 2018
SAP announced a new name, market position, and strategy for its customer engagement portfolio. Instead of a potpourri of products, SAP will now offer the quirkily named C/4HANA, which is comprised of SAP Marketing Cloud, SAP Commerce Cloud, SAP Service Cloud, SAP Sales Cloud (including CallidusCloud), and SAP Customer Data Cloud (Gigya). C/4HANA attempts to remind […]
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Blog

C/4HANA: SAP’s Industrialization Of Customer Engagement

John Bruno June 5, 2018
SAP announced a new name, market position, and strategy for its customer engagement portfolio. Instead of a potpourri of products, SAP will now offer the quirkily named C/4HANA, which is comprised of SAP Marketing Cloud, SAP Commerce Cloud, SAP Service Cloud, SAP Sales Cloud (including CallidusCloud), and SAP Customer Data Cloud (Gigya). C/4HANA attempts to remind […]
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Blog

Why Is One Woman Not Good Enough?

Stephanie Balaouras May 1, 2018
This weekend, The New York Times released a story detailing a sexist, toxic culture that’s been tormenting Nike employees for years. The story shares instances of sexist comments, work trips to strip clubs, sexually graphic conversations, and unwanted advances that’ve forced many women to quit over the years. But did they go to HR? Yes. […]
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Blog

Let’s Address Cybersecurity’s Gender Disparity

Stephanie Balaouras February 27, 2018
The most infuriating advice I’ve received about succeeding in cybersecurity is to, “Have a thick skin,” usually followed by, “Don’t take him seriously, he doesn’t even realize what he’s saying.” These are not words of wisdom—they’re a defense of predatory behavior that belittles the issues women face every day and normalizes sexual harassment. For my […]
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Blog

You Can’t Afford to Overlook Your Customers’ Emotional Experience

Megan Burns July 22, 2015
In 2014, Forrester analyzed CX Index data to see which of the three dimensions of CX quality matters most to customer loyalty – effectiveness, ease, or emotion. We found that emotion, how an experience makes the customer feel, has a bigger influence on their loyalty to a brand than either of the other two factors. […]
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Blog

Don’t Just Ask What CX Leaders Do; Ask Why It Works For Them

Megan Burns May 6, 2015
Last week, I stayed in two different hotels in the greater Atlanta area. One was a Ritz-Carlton, and the other a Marriott.* Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. But it wasn’t — at least not […]
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Blog

Forrester’s Customer Experience Index, Spring 2015: The Start of A Whole New Ball Game

Megan Burns April 20, 2015
One week ago today, we Bostonians enjoyed a picture-perfect opening day at Fenway Park. The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families,* and our beloved Red Sox beat the Washington Nationals 9 to 4. What I love about […]
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Blog

Help Us Benchmark The State Of CX Maturity In 2014 (And Get A Free Copy Of The Results)

Megan Burns October 1, 2014
In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. At the time, I could find just three companies — three! — that were actually measuring CX this way. Everyone else I talked to said that their companies had no CX measurement or that they measured CX in a […]
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Blog

Throwback Thursday: Getting Executives Engaged In The CX Transformation

Megan Burns September 11, 2014
One of the most common questions I get from CX professionals is this: “How do I get my executives to support the work I’m trying to do?” In 2009, when the CX space was just starting to gain traction at the C-level, I wrote a report on that topic. I pulled that report up earlier […]
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Blog

Introducing Forrester’s Customer Experience Index, 2014

Megan Burns January 21, 2014
It’s January again, which means it’s time to reveal the results of our seventh annual Forrester Customer Experience Index (CXi). This year’s report benchmarks the quality of the customer experience (CX) at 175 US firms in 14 industries as rated by the only people whose opinion really matters — their customers. The top spot this year went […]
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Blog

How Marshalls, Courtyard By Marriott, And Lowe’s Meet Customer Needs

Megan Burns February 22, 2013
Earlier this week, someone asked me which firms in the CXi do the best job at meeting customer needs. The three top scorers on that criterion were: Marshalls (93%) Courtyard by Marriott (92%) Lowe's (92%) Interestingly, all three of these companies saw big jumps in their "meets needs" scores versus 2012. Marshall's went up 10 […]
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Blog

Q&A From Last Week’s Customer Experience Index Webinar

Megan Burns February 9, 2013
Last week, I did a webinar on Forrester’s Customer Experience Index, 2013. We didn’t have time to answer everyone’s questions, so I thought I’d post answers to those we didn't get to.   "Can consumers respond to having an experience with multiple companies?" In some cases, yes, and in some cases, no. In the bank, […]
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