Megan Burns Principal analyst, enterprise customer experience professionals, Forrester
Megan Burns is a leading expert on measuring customer experience, benchmarking a company’s ability to deliver great customer experience, estimating the ROI of a customer experience improvements, and getting executives to actively participate in the customer experience transformation. She manages Forrester’s Customer Experience Index, an annual benchmark of the customer experiences delivered by more than 150 large US firms. Megan’s secondary coverage includes best practices for customer experience governance and creating customer-centric cultures. She has been quoted in The Wall Street Journal, Internet Retailer, and B2B Magazine. Before Forrester, Megan held positions at AT&T, Intel and IBM.
“Demanding, vocal, impatient, and always right.” If this describes your customers, are you tempted to just give up and find new ones? Don’t do it,…
A talk radio and cable TV broadcast journalist since 1995, media producer / host Bonnie D. Graham created and launched SAP Coffee Break with Game-Changers Radio in Fall 2011. Since then, she has developed 20 additional themed Game-Changers radio series for SAP. On each episode, Bonnie moderates a panel of thought leaders, practitioners, journalists and / or educators from across the business spectrum and the globe, to share timely technology and strategy insights for businesses of all sizes, industries, geographies, and maturities. Bonnie is on the SAP Editorial Experience / News Services team. Follow her programs on Twitter #SAPRadio.
Gain exclusive insights from some of today’s most respected business thought leaders.See all guest speakers and bios