Founder and CEO, Experience Enterprises
Megan Burns is an expert on customer-centricity and customer experience management. She helps companies thrive by restoring empathy, trust, and humanity to the way they interact with customers and employees, even as more interactions take place in arms-length digital channels.
For two decades, Megan has had an inside view of what the world’s most beloved companies do to earn loyalty from the people they serve. While at Forrester Research, her groundbreaking work shaped the field of experience management into a multi-billion dollar industry and set the stage for transformation at Fortune 500 firms across the globe. Megan published more than seventy-five reports on topics like the business value of better experiences and what leaders need to do to drive culture change so customer-centricity can become their organization’s new normal. She’s been quoted in the Wall Street Journal, interviewed by NBC News, and tapped by more than half of the Fortune 50 to serve as their guide on the path to customer-driven growth.
Megan works with leaders to transform culture and operations through speaking, workshops, facilitation, and executive coaching. She creates ah-ha moments that make employees think differently about themselves and their role in exceeding today’s higher customer expectations. Pledging to “be more customer-centric,” though, is like saying you’ll “eat healthy and exercise.” Even when you know you should, the pace of life today makes it hard to stay consistent. That’s why Megan works with organizations to find small, practical, sustainable changes that will compound over time to get teams where they need and want to go.
Executive Assistant to the CEO
Colleen is a senior business leader with over 14 years of experience driving the design, implementation and support of corporate benefit programs. A major component of her work has been improving customer and employee experiences through technical delivery and process design innovation.
Colleen joined Experience Enterprises in 2018, before which she held a variety of customer facing roles at Conduent, a technology-led business process services company. In her most recent role, Client Service Delivery Manager, her focus was delivering greater efficiency and financial value while enhancing the client experience. She managed defined benefits administration services for multiple clients, with responsibilities such as system implementation, enhancements, PNL and ongoing operations.