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Megan Burns

Founder and CEO, Experience Enterprises

Megan is an expert in customer and employee experience, culture, influence, and human behavior. She has spent more than a decade studying what the world’s best companies do differently to deliver great experiences. These days, her research focuses on how the latest findings from behavioral science can make CX and EX programs more effective and bring humanity back to business. She was recently named one of the top 15 women influencers in her field.

Before starting Experience Enterprises, Megan was a vice president principal analyst at Forrester. She built an extensive body of research on CX transformation, leadership, empathy, and emotion. Among her most popular work is Forrester’s CX Management Maturity Model, developed in 2010 and updated in 2016. It is the foundation for the book Outside In: The Power of Putting Customers at The Center of Your Business. In 2014, Megan co-designed Forrester’s popular CX Index methodology for measuring experience quality. She has personally advised leaders at more than half of the Fortune 50 and is often asked to coach and educate C-level executives in leading CX transformation. 

Megan has been cited in The Wall Street Journal, The New York Times, Inc. Magazine, Advertising Age, and Fortune and is a contributor for CMO.com. Her talent for public speaking earned her the opening keynote at Forrester’s largest CX conference three years in a row and membership in the National Speaker’s Association. She is often invited to speak at industry events like Worldwide CX Day, the Experience Management Summit, B2B CX Summit, CX Exchange, and the Net Promoter Conference. 

Megan started her career helping AT&T usher in the digital experience era as a systems engineer, leading requirements and UX for some of telecom’s first eCommerce and online customer service websites (B2C and B2B). 

She holds a BS in Computer Science from Rensselaer Polytechnic Institute (RPI) with minors in management and psychology and holds a Master of Software Engineering degree from Carnegie Mellon University.