Great Customer Experience Isn't Magic: The Systems Behind the Smiles
The Past, Present, & Future of Customer Experience
Understanding & Shaping Your Customers' Emotional Experience
Megan Burns is one of the world’s leading experts on customer experience and culture change. She advises leaders and organizations on how to use the science of human behavior to embed world-class customer experience (CX) practices into operations, IT, customer service, and sales.
Megan’s insights into customer and employee experience come from 20 years of research and consulting. Prior to launching Experience Enterprises, she spent more than 10 years as vice president principal analyst at Forrester Research developing ground-breaking research on how brands like Amazon, Apple, Starbucks, and Salesforce deliver great customer experiences at scale in the face of constant social and technological disruption.
She is the author of more than 75 research reports on topics such as measurement, the business value of CX, executive engagement, change management, and how emotion drives customer loyalty.
As a speaker and consultant, Megan has worked with teams of all shapes and sizes on the journey to experience-driven growth. Her client list includes more than half of the Fortune 50 and spans diverse industries like financial services, healthcare, tech, telecom, manufacturing, retail, and the non-profit sector. Some of the world’s biggest companies such as Verizon, FedEx, and Akamai have tapped Megan as their guide to experience transformation.
Megan appears at the Wall Street Journal’s first-ever Experience Management Forum and has been featured as a subject matter expert by The New York Times, INC magazine, and NBC News. She was named one of the top 7 female CX leaders to follow by MattsenKumar and one of the top 15 women CX influencers you MUST follow by Otomo.
Megan holds a Bachelor’s degree from Rensselaer Polytechnic Institute and a Master’s degree from Carnegie Mellon University.
She is a founding member of the Boston chapter of Conscious Capitalism, a non-profit whose mission is to spread a humanistic approach to business to make a positive impact on the world. When Megan isn’t working, she enjoys cooking, studying history, and exploring the great city of Boston.