Episode 27 - Megan Burns and Moments of Change for Customer Experience

Megan Burns has been involved in analyzing organizational efforts to create better customer experiences for over 20 years. From her early days at Forrester, to now with her own consultancy called Experience Enterprises, Megan knows how to approach an experience ecosystem, and importantly how to help organizations change to reach their experience goals. In 2014, she developed the Customer Experience Index to guide organizations across many industry benchmark and improve their own customer experiences. But more than that, Megan helps organizations transform their cultures to put both customers and employees at the center of their missions.

In this episode Megan talks about how a self-proclaimed ‘word nerd’ gets organizations to understand how words and terms can drive the wrong messages without even knowing it. We also explore how the human brain is the ultimate legacy technology, as well as how to upgrade your brain without it crashing. Finally, we talk about how companies are in an ‘experience race,’ and how many should stand down to focus on what customers and employees actually want.

Overall, it is about identifying those Moments of Change™, and how organization can put themselves in a position to take advantage of them to create better experiences.

Megan Burns on LinkedIn - https://www.linkedin.com/in/meganburns/

Experience Enterprises - http://www.experienceenterprises.com

Episode Intro Music - The Tall Pines - “The Key”

Episode Ending Music - Ketsa - ”Dreaming Days”