Forrester Research

Analyst's Photo	Name and Title	Contact information
	Megan Burns Senior Analyst

Research Coverage

Build the business case for change, Cross-Channel Design Strategies, Expert Reviews, Web Analytics, ROI Of Customer Experience, Customer Experience Management, Usability Testing, Web Site Design, Business Strategy For Customer Experience, Web Site Design Standards, Channel Design Strategies, Design & Usability Processes, Customer Experience

Research Focus

Megan serves Customer Experience professionals. She is a leading expert on the relationship between customer experience and the bottom line. Her research focuses on the ways in which Web sites, call centers, and other customer-facing channels produce economic value for the business and how best to estimate and measure the ROI of a better customer experience in these channels. Her research coverage also includes Web design best practices, Web Site Reviews, Web site Brand Reviews, and best practices for online customer reviews and blogs. She created Forrester’s current Blog Review Methodology.

Previous Work Experience

Before joining Forrester, Megan spent more than six years researching user requirements and designing user experiences for both B2C and B2B Web sites at AT&T. She has worked on eCommerce, online customer service, and online marketing sites, and she was the lead engineer for the AT&T CallVantage Service online call manager interface (VoIP). Megan has worked with Internet technologies since 1996 and worked at both Intel and IBM before joining AT&T. As an accomplished public speaker, Megan is a frequent presenter at industry events such as Forrester's Consumer and Marketing Forums; the eMetrics Summit; and Blueprints, the Usability Professionals Association's annual conference. She has delivered keynote speeches at numerous Web measurement conferences and co-led the metrics, measurement, and ROI track at Forrester's inaugural Marketing Forum. Megan has been quoted in the press by media outlets such as B2B Magazine, Computerworld, and Intelligent Enterprise.

Education

Megan holds a master's degree in software engineering degree from Carnegie Mellon University, where she concentrated on techniques for gathering and communicating end user requirements for software systems. She also holds a Bachelor of Science degree in computer science from Rensselaer Polytechnic Institute.