Megan Burns is a well-known expert in customer and employee experience, culture change, and human behavior. For more than 17 years she's helped organizations grow by restoring humanity to the way they interact with customers, employees, partners, and everyone else in their business ecosystem.
As a vice president principal analyst at Forrester, Megan developed an extensive body of research on customer experience, leading CX transformation, executive engagement, empathy, and the role of emotion in experiences (paywall). She has advised leaders in industries like financial services, retail, healthcare, telecom, non-profit, and technology. Past clients include more than twenty firms in the Fortune 50. Megan has been quoted in The Wall Street Journal, Advertising Age, Fortune, and CMO Magazine and interviewed by The New York Times and NBC News. An accomplished public speaker, Megan delivered the opening keynote at Forrester's largest event, CXNYC, in 2013, 2014, and 2015. She's often asked to speak at industry events like the NetPromoter Conference, IQPC CX Exchange, and CX Week.
Before Forrester, Megan helped AT&T usher in the digital experience era as a systems engineer. She led requirements for some of the first websites used to sell and manage B2C and B2B telecom services online. She also helped design and launch the user experience for AT&T's first consumer VoIP service which was recognized by PC Magazine in 2005.
Megan holds a Bachelor's degree in Computer Science from Rensselaer Polytechnic Institute (RPI) and a Master's degree in Software Engineering from Carnegie Mellon University. Recognizing that software ultimately serves people, she combined her technical studies with work in psychology, management, and history.
When she's not working, Megan loves to cook, read, and explore the rich history in and around her adopted hometown of Boston.