Megan Burns

VP, Principal Analyst

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Frequently Asked Questions About Forrester’s Customer Experience Index, 2012

Megan Burns January 30, 2012
Since publishing our Customer Experience Index, 2012 last week, we've gotten a flood of questions about the research, methodology, and results. I'm putting the finishing touches on a full Forrester report that answers the ten most common questions but thought I'd give everyone a sneak preview with a blog post summarizing a few of the […]
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Forrester’s Fifth Annual Customer Experience Index Shows Excellence Is Exceedingly Rare

Megan Burns January 23, 2012
Today we published Forrester’s 2012 Customer Experience Index (CXi). It’s our fifth annual benchmark of customer experience quality as judged by the only people whose opinion matters — customers. The CXi is based on research conducted at the end of 2011 and reflects how consumers perceived their experiences with 160 brands across 13 industries to […]
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Want To Know How Your 2012 Customer Experience Plans Compare To Others? Take Our Benchmarking Survey To Find Out.

Megan Burns November 21, 2011
Calling all customer experience professionals! It’s that time of year again . . . time for Forrester to take a snapshot of what’s going on inside customer experience programs around the globe. Want to see how your company’s 2012 plans stack up? All it takes is 10 minutes. Complete Forrester’s Q4 2011 Customer Experience Survey, […]
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Attention Tech Vendors: You Can’t Sell A Box Of Customer Experience Management

Megan Burns August 8, 2011
(This post was co-authored by Megan Burns and Andrew McInnes so appears on both of their personal blogs.) Customer experience management (CEM) has become a marketing buzzword for technology vendors as of late. While this isn’t surprising given the current energy around customer experience in general, it is a problem. Here’s why: Customer experience management […]
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New Report: “What Are The Right Web Customer Experience Success Metrics?”

Megan Burns August 4, 2011
For the past five years, I’ve been leading Forrester’s research on measuring customer experience. With the recent explosion of interest in customer experience overall and the perennial popularity of metrics as a topic within that space, we’ve decided to expand the team that covers it. I’ll continue to write reports about general measurement best practices and how […]
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Join Us For A Workshop In Our Brand New Headquarters: Transforming Your Firm’s Customer Experience on September 20, 2011

Megan Burns August 1, 2011
Earlier this year, I ran a workshop designed to help customer experience professionals get a jumpstart on the process of transforming their organizations to be more customer-centric. We got great feedback from that session, so we've decided to run it again on September 20 at Forrester's brand new headquarters in Cambridge, Massachusetts. As before, this will be […]
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Upcoming Workshop: Transforming Your Firm’s Customer Experience (May 11th, New York City)

Megan Burns April 19, 2011
Lately I’ve noticed a theme in my conversations with customer experience professionals — they’re feeling a bit overwhelmed as to where to start the enterprise customer experience transformation process. Some aren’t sure what to do first, second, and third. Others have a plan but are struggling to get executives to understand it and lend their […]
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What Makes A Centralized Customer Experience Team Successful?

Megan Burns May 14, 2010
Last week I met with a group in charge of driving improvements to the company’s enterprise customer experience. They’re a small team with a big task – make the company culture more customer-centric. What makes the challenge even harder is that this team lacks the formal authority to force other organizations to change the way […]
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Customer Experience Evangelism – A Success Story

Megan Burns December 7, 2009
Every week I talk to people who are working tirelessly behind the scenes to help their companies improve the customer experience. Some have the support of senior management, but some don’t – they first have to persuade others that focusing on the customer experience will be good for business. I recently came across a group […]
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New Report: “How Chief Customer Experience Officers Gain Active Executive Support”

Megan Burns October 26, 2009
[Posted by Megan Burns]   I’m excited to announce the release of my latest report: “How Chief Customer Experience Officers Gain Active Executive Support.” Executive involvement is critical to the success of any customer experience transformation, but it’s hard to get. I interviewed several successful CC/EOs to find out how they got their peers on […]
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Planning Your 2010 Budget For Web Site Improvements? Read this first.

Megan Burns August 14, 2009
[Posted by Megan Burns] Now’s the time when many of my clients start fleshing out plans for 2010 and putting together the business cases to pay for it all. And they’re telling me they need help. This year’s funding process will be tougher than ever thanks to the economy, so it’s important to make your […]
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Sneak Preview of the Customer-Centric Culture Track at CXP Forum 2009

Megan Burns June 5, 2009
[Posted by Megan Burns] Happy Friday everyone!  It's hard to believe, but Forrester's Customer Experience Forum is just 17 days away. A few of my colleagues have already talked about the event, but I thought I'd add my own take with a sneak preview of the track I'm leading.   My track is all about […]
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