Megan Burns

Principal Analyst serving Customer Experience PROFESSIONALS

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.


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. 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.


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: How Companies Improved Their CXi Scores, 2012

    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 r...

    • Downloads: 179
    • Rating:
  • For Customer Experience Professionals

    Report: Websites That Don't Support Customers Waste Millions

    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, Forreste...

    • Downloads: 166
  • For Customer Experience Professionals

    Report: Enterprise Customer Experience Transformation Consultants

    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...

    • Downloads: 92
  • 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. This report gives customer experience professionals who discover the need to transf...

    • Downloads: 179
  • For Customer Experience Professionals

    Report: Manage The Customer Experience Project Portfolio

    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, cu...

    • Downloads: 62
  • For Customer Experience Professionals

    Report: The Business Impact Of Customer Experience, 2012

    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. Year...

    • Downloads: 235
    • Comments: 2
    • Rating:
  • For Customer Experience Professionals

    Report: How Companies Improved Their CXi Scores, 2012

    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 r...

    • Downloads: 179
    • Rating:
  • 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. This report gives customer experience professionals who discover the need to transf...

    • Downloads: 179
  • 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: 178
    • Rating:
  • 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: 156
    • Rating:
View all of Megan Burns's Research

Megan Burns's Planned Reports

Aug 2012

Report: Choosing The Right Customer Experience Governance Model

Clients who work with Megan Burns also work with:

 
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