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.
Forrester's January 23, 2012, "The Customer Experience Index, 2012" report by Megan Burns is a general research summary for all industries. Are there industry-specific reports planned around...
We are hoping that Forrester can help our company identify industry-leading companies that train people on customer experience.
How is the Customer Experience Index (CXi) calculated?
Which metrics or key performance indicators does Forrester encourage its clients to use to measure a better customer experience? What should we be thinking about as we try to capture what success...
What are some of the metrics companies use to measure whether or not they are delivering "good" experiences?
We have a question about voice of the employee as it relates to customer experience: When a company has more than 1,000 customer support staff members, what is the best method for collecting the high...
We understand customer experience strategy statements at the conceptual level, but when we try to draft them, they come out pretty bland (e.g., "a good experience!"). Can you provide us with an...
We are currently redesigning our external secured transactional websites. Is there any research that demonstrates the anticipated and/or actual increase in usage/traffic once these sites are...
Does Forrester have data that shows: 1) the relative financial performance of companies that deliver great experiences versus those that get low customer experience ratings; 2) the relative retention...
How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...