Megan BurnsFounder and CEO
Megan is a world-renowned expert in customer and employee experience, organizational culture, and human behavior. For more than a decade she’s studied what the world’s best CX companies do differently. Now, she helps clients gain competitive advantage by teaching them to think and act like the CX masters. Before starting Experience Enterprises, Megan was a vice president principal analyst at Forrester Research. There she developed an extensive body of research on CX management and governance, culture transformation, leadership, empathy, and the role of emotion in our experiences. Forrester’s CX Management Maturity Model, which Megan first developed in 2010, was the foundation for much of the book "Outside In: The Power of Putting Customers at The Center of Your Business". Throughout her career Megan has advised leaders in financial services, healthcare, telecom, manufacturing, non-profit, technology, and retail. Past clients include more than half of the Fortune 50. Megan has been quoted in The Wall Street Journal, Advertising Age, and Fortune, interviewed by The New York Times and NBC News, and is a contributor to CMO.com. She is an accomplished public speaker, delivering the opening keynote to a crowd of more than 1,200 CX leaders at Forrester’s CXNYC conference in 2013, 2014, and 2015. She's often asked to speak at industry events such as the CXPA’s worldwide CX Day, the Net Promoter Conference, IQPC’s CX Exchange, and CX Week. Megan began her career helping AT&T usher in the digital experience era as a systems engineer. She led requirements and UX for some of the industry’s first eCommerce and online customer service websites (B2C and B2B). Megan earned a BS in Computer Science from Rensselaer Polytechnic Institute (RPI) with minors in both management and psychology. She holds a Master of Software Engineering degree from Carnegie Mellon University.