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.

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.

Megan Burns's Research

  • 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 f...

    • Downloads: 68
  • For Customer Experience Professionals

    Report: The State Of Customer Experience Maturity, Q4 2014

    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: 209
  • For Customer Experience Professionals

    Report: The Path To Customer Experience Maturity

    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 exp...

    • Downloads: 1286
  • For Customer Experience Professionals

    Report: Close The Experience Gaps With The Right Business Technology

    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 sho...

    • Downloads: 128
  • For Customer Experience Professionals

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

    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 c...

    • Downloads: 873
  • For Customer Experience Professionals

    Report: Customer Experience Maturity Defined

    This report is an update to "Customer Experience Maturity Defined" originally published on September 12, 2011. To excel at customer experience, organizations must routinely perform the practices...

    • Downloads: 3749
  • For Customer Experience Professionals

    Report: How Four Firms Measure Customer Experience

    This report is an update to "How Four Firms Measure Customer Experience Across The Enterprise" originally published on January 22, 2010. Chief customer experience officers (CC/EOs) need a set of...

    • Downloads: 3595
  • For Customer Experience Professionals

    Report: The Customer Experience Index, 2012

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform the...

    • Downloads: 3107
  • For Customer Experience Professionals

    Report: The Customer Experience Index, 2011

    To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Cus...

    • Downloads: 2746
  • For Customer Experience Professionals

    Report: The Customer Experience Index, 2013

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience...

    • Downloads: 2519
View all of Megan Burns's Research

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