Megan Burns Email and Phone Number
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I help companies grow faster by earning and keeping their customers' trust in an uncertain world. My superpowers are making complex ideas easy to understand and turning broad goals into practical plans that teams can actually execute to get results. For more than 20 years, I've helped companies like Microsoft, Dow, Workday, FedEx, Akamai, DHL, Verizon, and AT&T build more customer centric cultures and reinvent their business to produce a consistently great customer experience at scale.Before starting my own advisory practice in 2016, I spent more than a decade leading customer experience (CX) research at Forrester. My work there covered every aspect of experience management (XM) including:- Metrics and ROI- CX Maturity- Governance and Process- Culture and Leadership - Change Management- Executive EngagementThese days, I help B2B leaders build the systems they need to to manage customer relationships as carefully and thoughtfully as they manage things like finance and operations.
Experience Enterprises
View- Website:
- mburnsenterprises.com
- Employees:
- 1
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Founder And PrincipalExperience Enterprises Nov 2016 - PresentGreater Boston Area
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Vice President Principal Analyst, Customer ExperienceForrester Research Feb 2006 - Jul 2016Cambridge, MaAs 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. -
Principal Technical Staff MemberAt&T Sep 1999 - Feb 2006Middletown, NjDuring 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.
Megan Burns Skills
Megan Burns Education Details
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Bachelor Of Science -
Master Of -
Service Systems Certificate
Frequently Asked Questions about Megan Burns
What company does Megan Burns work for?
Megan Burns works for Experience Enterprises
What is Megan Burns's role at the current company?
Megan Burns's current role is I help organizations earn and keep customer trust | Customer Experience Strategist | Fortune 500 Advisor | Keynote Speaker.
What is Megan Burns's email address?
Megan Burns's email address is m.****@****ter.com
What is Megan Burns's direct phone number?
Megan Burns's direct phone number is +496995*****
What schools did Megan Burns attend?
Megan Burns attended Rensselaer Polytechnic Institute, Carnegie Mellon University, Rensselaer Polytechnic Institute.
What skills is Megan Burns known for?
Megan Burns has skills like Qualitative Research, Businesss Writing, Public Speaking, Executive Engagement And Influence, Corporate Culture, Internal And External Consulting, Blogging, Business Case Development, Conference Planning, Workshop Design And Delivery, Frameworks, Estimating The Roi Of Better Customer Experiences.
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Megan Burns
Strategic Leader, Skilled In Driving And Delivering Information Technology Initiatives With A Focus On Innovation And Cross-Functional Collaboration.Los Angeles, Ca2kaiserpermanente.org, kp.org -
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Megan Burns
Senior Director Data Portfolio At Blue Cross And Blue Shield Of Illinois, Montana, New Mexico, Oklahoma & TexasChicago, Il
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