Megan Burns
Megan Burns
Megan Burns is a speaker, executive coach, and customer experience pioneer. She spent more than a decade at Forrester studying how firms deliver great CX at scale and built one of the first CX maturity models, featured in the book Outside In. She's now CEO of Experience Enterprises, an advisory firm that helps leaders move past the idea of customer-centricity to find practical, sustainable ways to drive culture and operational change.
Why trying to out-wow competition can backfire in B2B customer experience
If you’ve been to a conference lately, you may have noticed a trend: over-the-top vendor booths. I spoke at an event in Vegas recently...
Improving customer experience is like eating healthy and exercising. Good intentions aren’t enough.
Culture change programs are hard to get going, and in most cases the change doesn’t stick. They’re about as likely to succeed as the...