Megan Burns, Principal Analyst serving Enterprise Customer Experience Professionals at Forrester, 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.