Megan Burns
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 every 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.
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 every 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.
Experience Boost: How to Make Customers Feel Better in Any Situation
In this session, you will learn why emotion has such an outsized impact on customer loyalty and decision-making. Learn how little things like word choice, the way you frame a situation, and the...
Customer Experience Isn't Magic: The Systems Behind The Smiles
Companies like Starbucks, USAA, and Zappos make great customer experience look easy, but it's not. You don't see how much work they do behind the scenes to design, deliver, and manage customer touch points. Ritz-Carlton refers to it as "the systems behind the smiles."
CX expert Megan Burns has been studying what the experience management (XM) systems look like inside the world's best brands for more than 15 years. In this talk, she will share the tips, tricks, and secrets she's...
Understanding and Shaping Your Customers' Emotional Experience
Today's business culture glorifies logic and data, but the essence of all human experience - including customer experience - is emotion. As the great poet Maya Angelou said, "people will forget what you said, they'll forget what you did, but they'll never forget how you made them feel."
In this session, CX expert Megan Burns explores why emotion is such a strong driver of customer loyalty and how the world's best companies integrate it into experience...
The Secret to a More Emotionally Intelligent Digital Experience
How does it feel to do business with your company? The answer to that question has a huge impact on your ability to win and keep customers.
Unfortunately, humans are notoriously bad at sensing and showing emotion in the digital channels our customers are now flocking to. This talk equips teams to understand and adjust their approach to experience design through a deeper understanding of:
- How technology changes the emotional experience
- Common digital...
Busting the WOW Myth: Redefining Customer Experience Success for the Real World
Some experts say the only way to win customer loyalty is to exceed expectations in every touchpoint all the time. That kind of perfection isn't possible - or necessary. In fact, the "everything has to be a 10 mentality" is often de-motivating for employees. Why bother aiming for a bar so high you know you'll never reach it?
This talk suggests a more realistic, sustainable definition of customer experience success that will still drive the business results you need.
Certificaciones y premios
