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Megan Burns
United States
Приєднався 30 жов 2017
Megan Burns is a customer experience strategist, author, and keynote speaker who helps Fortune 500 build world-class customer experience programs. A world-renowned expert in her field, Megan led ground-breaking CX research as a Vice President at Forrester for more than a decade and has helped countless Fortune 500 firms use CX to build loyalty, accelerate growth, and find strategic advantage in an ever-changing world.
Відео
CX Frontiers Book Club Making Numbers Count
Переглядів 1720 годин тому
CX Frontiers Book Club Making Numbers Count
CX Frontiers Book Club: Make To Stick
Переглядів 43 місяці тому
If you had to explain the purpose of your company's CX program and what it looks like in 2 minutes or less, could you? Could the people you tell then relay that information to others in a clear, compelling way? Made-To-Stick explains how to shape and communicate an idea like CX so it is more likely to spread organically and get employees excited about what's to come. In our discussion we'll loo...
How To Write A Clear, Simple, Useful CX Vision Statement
Переглядів 104 місяці тому
How To Write A Clear, Simple, Useful CX Vision Statement
Explaining Customer Experience To Non-CX People
Переглядів 54 місяці тому
Here are some tricks I've learned from explaining customer experience to thousands of people in the past 13 years. They apply at any level of seniority and across virtually any industry industry.
Stress management must be part of customer experience management
Переглядів 34 місяці тому
In honor of National Stress Awareness Day, let's start a conversation about why stress management is an essential part of CX management. This video starts to explain the link between the two and why it's an untapped opportunity. If your company is doing cool things to help employees manage stress, tell everyone about it in the comments below. Wishing you a calm, low-stress day!
Don't Destroy Your Credibility With Unchecked Data
Переглядів 24 місяці тому
Got a presentation or business case due soon? Take a few minutes to watch this video. In it I explain why failing to double check your data points poses a risk not only to your project, but to your personal credibility.
4 Ways To Adjust CX In Anxious Times
Переглядів 44 місяці тому
Anxiety changes the way people experience the world. Here are 4 things to keep in mind as you look for ways to support your customers throughout this current crisis.
Planning The Exit Experience
Переглядів 24 місяці тому
Companies are being generous with discounts and access as we adjust to the pandemic, which is amazing. But at some point those special circumstances will go away. It's never a great experience to take things away, but there are ways to mitigate the negative impact. Customer experience expert Megan Burns explains why now is the time to start thinking about this and shares principles to guide you...
CX Frontiers Book Club Practical Wisdom
Переглядів 45 місяців тому
CX Frontiers Book Club Practical Wisdom
CX Frontiers Book Club The Catalyst
Переглядів 136 місяців тому
The most successful CX leaders see themselves as catalysts, not crusaders. They don't bombard people with data on the value of CX or preach that good CX is just "the right thing to do." They don't beg, cajole, shame, or try to force anyone to do CX-related work.Why not? Because they know it won't work. Crusading can drive short-term action but when you take the pressure off, most employees reve...
Megan Burns | CX Expert | Keynote Speaker Demo
Переглядів 256 місяців тому
Megan Burns is on a mission to make business a better experience for everyone. Through speaking and consulting, she helps leaders develop the culture, skills, and systems their teams need to nail customer experience so they can increase loyalty, build relationships, and drive sustainable growth.
Data Due Diligence
Переглядів 165 років тому
Got a presentation or business case due soon? Take a few minutes to watch this video. In it I explain why failing to double check your data points poses a risk not only to your project, but to your personal credibility.
Getting people to embrace customer experience governance
Переглядів 845 років тому
Governance is the heart of a disciplined customer experience program, but the word "governance" has negative connotations for many people. They equate it with bureaucracy and micromanagement. In this video I suggest a different way to talk about CX governance that's less polarizing and more likely to keep people open to the idea of putting structure where there is none today.
Why stressed-out employees can't deliver great customer experience
Переглядів 135 років тому
Why stressed-out employees can't deliver great customer experience
How To Write A Clear, Useful Customer Experience Vision Statement
Переглядів 8406 років тому
How To Write A Clear, Useful Customer Experience Vision Statement
Lopez Jessica Young Susan White Jennifer
Good insights, thank you