Megan Burns Email & Phone Number

Greater Boston Area

Cambridge, Ma

As a VP Principal Analyst I studied customer experience management best practices and helped firms apply what we learned to improve customer experience, employee experience, and business results. One of my major pieces of research was Forrester's Customer Experience Management Maturity Model. The most up to date version of the model published in early 2016. The original version (2011) was the foundation of the 2012 book "Outside In: The Power of Putting Customers at the Center of Your Business." From 2011 - 2016 I led Forrester’s US Customer Experience Index, an annual benchmark that ranks 300 large brands based on what customers say about their recent interactions. In 2014 I co-created a new version of the CX Index methodology which rates experiences based on whether or not they make a company's customers more loyal. This new methodology is now used to rate CX quality for more than 900 B2C brands worldwide. In addition to research I have spoken at events large and small. In 2013, 2014, and 2015 I delivered the opening keynote at Forrester's largest conference, CXNYC, to an audience of more than 1,500. My other keynotes include Forrester's CX Forum London, CX Forum West (L.A.), The NetPromoter Conference, and IQPC CX Exchange. I've served as a subject matter expert for media outlets like The Wall Street Journal, Forbes, MarketWatch, and NBC Nightly News.

Middletown, Nj

During this exciting time I helped AT&T usher in the digital experience era as a systems engineer. In my role as technical advisor to Product Management/Marketing I assessed business and user needs and translated them into requirements, designs, and development plans for customer-facing websites. My responsibilities included some of the first websites used to manage B2C and B2B telecom services online, including AT&T's first consumer VoIP service, which PC Magazine recognized in 2005. As part of AT&T Labs (formerly Bell Labs) I also evaluated existing and emerging technologies in support of our technology planning. My role included evaluating the risk associated with new business opportunities and assessing the technical feasibility of new ideas.

Bachelor Of Science

Master Of

Service Systems Certificate