About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
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.
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. 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 on enterprise customer experience transformations.
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.
Business Case: The Experience-Driven Organization Playbook
This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...
Best Practices: The Experience-Driven Organization Playbook
Forrester spoke to leaders at brands whose Customer Experience Index (CXi) scores went up appreciably in 2012. Our goal was to understand what drove those customer experience improvements. The...
Vision: The Experience-Driven Organization Playbook
This report is an update to "Customer Experience Maturity Defined" originally published on September 12, 2011. This report gives customer experience professionals who discover the need to transform...
Performance Management: The Experience-Driven Organization Playbook
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...
Benchmarks: The Experience-Driven Organization Playbook
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 their...
Landscape: The Experience-Driven Organization Playbook
Because customer experience is a fairly new business discipline, many customer experience professionals aren't sure what to focus on, how to structure their programs, or how the challenges they face...
Business Case: The Digital Customer Experience Improvement Playbook
This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...
Tools And Technology: The Experience-Driven Organization Playbook
This report is an update to "Enterprise Customer Experience Transformation Consultants" originally published on October 21, 2010. This report provides an overview of the types of technology that...
Continuous Improvement: The Experience-Driven Organization Playbook
This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations,...
To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered a...
Health Insurance Plans' Improvement Efforts Are Starting To Pay Off . . . Slowly
Health insurance plans as an industry had the lowest average score in Forrester's Customer Experience Index, 2011. But the news isn't all bad. Companies like Tricare and Kaiser had scores in the...
Consumers Rate The Customer Experience Across 153 Large US Brands
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 Customer...
Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...
Improvements Can Add More Than $1 Billion In Revenue For Wireless Carriers And Hotels
Customer experience professionals must clearly articulate the business benefits of improving customer experience. Years of Forrester data confirm the strong relationship between the quality of a...
In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience...
What A Higher Customer Experience Index Score Can Do For Revenue
To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...
A Report From Forrester's Customer Experience Forum 2010
American Express listens to its employees. At Forrester's Customer Experience Forum 2010, Reena Panikar, vice president and business leader of American Express' Customer Service Center in Fort...
Proving the business value of a better customer experience is a top priority for customer experience leaders. To help, we've identified a six-step process that lets even financial novices model the...
Customer Experience Teams Need To Build A Strong Internal Brand
Centralized customer experience organizations play an important role in a company's journey to Experience-Based Differentiation. Forrester examined the inner-workings of several such teams and found...
When measuring customer experience, companies need to focus on customers' perceptions of their interaction with the firm. That's because experiences are subjective — customers' perception is...
Companies Have Lofty Goals But Aren't Doing What It Takes To Reach Them
To assess the state of customer experience in 2011, Forrester surveyed 118 customer experience professionals around the globe. More than two-thirds said that their firms aim to differentiate based on...
To be successful, chief customer experience officers (CC/EOs) need a coalition of top executives who take an active role in transforming the organization. While most executives support the idea of...
Proving the business value of a better online experience is a top priority for Web customer experience leaders. To help, we've identified a six-step process that lets even financial novices model the...
It's Not Just What You Say, It's Also How You Say It
With competition for funding tighter than ever, lack of budget is a major roadblock to many customer experience improvements in 2009. Customer experience professionals need to make their business...
A Report From Forrester's Marketing Forum EMEA 2009
At Forrester's Marketing Forum EMEA 2009, LEGO's vice president of consumer experiences, Conny Kalcher, told audiences how the company used a variety of tactics — including a strong focus on...