Megan BurnsSenior Analyst
Business Strategy For Customer Experience, Channel Design Strategies, Customer Experience, Customer Experience Management, Design & Usability Processes, Expert Reviews, Organization & Culture For Customer Experience, ROI Of Customer Experience, Web Analytics, Web Site Design
Megan serves the Customer Experience professional. She is a leading expert on modeling and estimating the ROI of a better customer experience and how to create business cases that "wow" executives into funding customer experience initiatives. Megan's primary research also covers customer experience metrics and measurement, with emphasis on how Customer Experience professionals can use data to make better, more informed business decisions. In addition to these primary areas of study, Megan's secondary coverage areas include Web design best practices, Web Site Brand Reviews, and the usability of online customer ratings/reviews and blogs.
Before joining Forrester, Megan spent more than six years defining user requirements and experiences for B2C and B2B Web sites at AT&T. She has worked on eCommerce, online customer service, and online marketing sites, and she was the lead engineer for the AT&T CallVantage Service online call manager interface (VoIP). Megan has worked with Internet technologies since 1996, working at Intel and IBM before joining AT&T. As an accomplished public speaker, Megan is a frequent presenter at industry events such as Forrester's Consumer and Marketing Forums; the eMetrics Summit; and Blueprints, the Usability Professionals Association's annual conference. She has delivered keynote speeches at numerous conferences and has been quoted in the press by media outlets such as Destination CRM, Internet Retailer, and The Wall Street Journal.
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.
How Chief Customer Experience Officers Gain Active Executive Support October 23, 2009 BookmarkPDF
Firms Struggle To Measure Customer Experience Across Channels September 22, 2009 BookmarkPDF
Estimate The ROI Of A Better Online Customer Experience In Six Steps August 27, 2009 (Rating: 10) BookmarkPDF
Five Mistakes To Avoid When Asking For Web Customer Experience Funding July 23, 2009 (Rating: 10) BookmarkPDF
Five Ways To Turn Business Case Presentations From Boring Into "Wow!" May 01, 2009 (Rating: 7) BookmarkPDF
