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.

Refine your results

Date Range


Market Imperatives

7 results in Reports

  • Megan Burns
  • Management & Organization
  • For Customer Experience Professionals

    Report:Need To Cut Costs? Improve The Web Site Experience

    When the economy is in trouble, most executives start looking for ways to cut costs from their budgets. Customer experience professionals should take advantage of this situation and promote improving...

    • Downloads: 1223
  • For Customer Experience Professionals

    Report:How To Get Funding For Web Site Improvements

    Companies are waking up to the importance of the online customer experience. Unfortunately, a lack of funding makes it difficult for many customer experience professionals to improve their company's...

    • Downloads: 1053
  • For Customer Experience Professionals

    Report:Top Decision Criteria For Execs Who Approve Web Customer Experience Budgets

    Who controls the checkbook for Web site improvements, and what those people think about when making funding decisions? To find out, we asked practitioners at leading firms. Our analysis of their...

    • Downloads: 651
  • For Customer Experience Professionals

    Report:Five Secrets Of Effective Customer Experience Steering Committees

    Customer experience (CX) steering committees add value by coordinating CX efforts that span silo boundaries. We interviewed leaders of CX steering committees at various firms to learn what helps...

    • Downloads: 417
  • For Customer Experience Professionals

    Report:Hiring The Right Customer Experience Team For Greater CX Maturity

    Although customer experience (CX) teams need a diverse mix of skills, they're typically too small to afford an army of specialists. In fact, many CX leaders have just one or two direct reports when...

    • Downloads: 397
  • 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: 139
  • 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: 116