Megan Burns is a consultant, speaker, and pioneer in the field of customer experience. She helps business leaders guide their people and organizations through the long, often stressful process of customer experience (CX) transformation.
Most of her time is spent doing speeches, workshops, consulting, and research. Right now she's looking at the role that emotion, trust, and social pressure play in culture transformation. These aren't simple topics, but Megan thinks business has to account for the messy, illogical truth of how humans act in the real world. She calls this approach CX For Life. “To make an impact people need strategies that are practical (fit into the reality of life in the 21st century) and sustainable (drive change that sticks).
In 2018, Megan was named one of the 15 most influential women in CX and one of 25 must-follow CX thought leaders. She writes about CX, employee experience (EX), leadership, and culture for CMO.com and is a regular speaker at events like the B2B CX Summit, the Experience Management Summit (X4), and CXPA Insights Exchange. She is also a professional member of the National Speakers Association and the Customer Experience Professionals Association (CXPA).
For more than 12 years, Megan has studied what it takes to deliver great CX, consistently, at scale. While at Forrester Research she built one of the first maturity models in the industry (featured in the book Outside In) and co-designed the CX IndexTM which measures CX quality and its impact on customer loyalty. Megan has been quoted in The Wall Street Journal, The New York Times, Inc. Magazine, Advertising Age, B2B Magazine, and 1to1 Media.
Over the course of her career Megan has advised hundreds of companies, including more than half of the Fortune 50. Her ideas have shaped CX strategy at countless others around the world. Given her work on executive engagement, Megan is often asked to deliver private CX training for for the C-suite and other top executives. She has done this in a range of industries including a $100+ billion dollar telecom company, a $50 billion materials science firm, a $5b manufacturer, and an $800m non-profit.
Financial services (banking, insurance, wealth management), healthcare, technology (hardware and software), telecom, manufacturing, retail, and professional services. Megan started her career as a software engineer at AT&T at the start of the digital CX revolution.
Megan holds a BS in Computer Science from Rensselaer Polytechnic Institute (RPI) and a Master of Software Engineering from Carnegie Mellon University.