Join this webinar to learn how mature are most of todays customer experience programs, what are the biggest obstacles Customer Experience Professionals face to improve the state of affairs in 2012 and How are they using their resources including people and dollars to drive customer experience improvement in 2012.

Date: 24 Apr 2012
Time: 1 PM - 2 PM
Time Zone: EST (USA)
Speaker: Megan Burns (Principal Analyst of Customer Experience at Forrester)
Brief About Speaker: Megan Burns: Megan serves Customer Experience Professionals. She 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. In addition to these primary areas of study, Megan's secondary coverage includes best practices for customer experience governance and creating customer-centric cultures. As an accomplished public speaker, Megan is a frequent presenter at industry events such as Forrester's Customer Experience Forum and the NetPromoter Conference. She has been quoted in media outlets including The Wall Street Journal, Internet Retailer, and B2B Magazine. Previous Work Experience Before joining Forrester, Megan spent more than six years defining online customer experiences for B2C and B2B websites at AT&T. That work included eCommerce, online customer service, and online marketing sites. She spent time at Intel and IBM before joining AT&T, and covered Web analytics and online customer experience during her first three years at Forrester before shifting to focus on enterprise customer experience transformations. Education Megan holds a master's degree in software engineering from Carnegie Mellon University, where she specialized in user and business requirements. She also holds a Bachelor of Science degree in computer science from Rensselaer Polytechnic Institute.