12 min
Building Loyalty & Trust Through the Billing Process with Megan Burns Monetization Masters
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- Management
In this episode we chat with experience management (XM) pioneer and strategist Megan Burns, about the critical role billing plays in customer experience and brand loyalty.
A former Vice President at Forrester Research, Megan has advised more than half of the Fortune 100, including FedEx, Verizon, Akamai, and Workday, over her 20+ year career. As architect of two the industry's most well known frameworks - the Customer Experience Index and the Outside In Maturity Model - she is considered one of the world's foremost experts on leading experience transformation at scale.
Megan’s insights have been featured in dozens of business publications like Inc. Magazine, AdAge, and CNBC. She is a popular speaker at events like the Wall Street Journal's Experience Management Forum, the Chief Experience Officer Summit, and the CXPA Insight Exchange.
In this episode we chat with experience management (XM) pioneer and strategist Megan Burns, about the critical role billing plays in customer experience and brand loyalty.
A former Vice President at Forrester Research, Megan has advised more than half of the Fortune 100, including FedEx, Verizon, Akamai, and Workday, over her 20+ year career. As architect of two the industry's most well known frameworks - the Customer Experience Index and the Outside In Maturity Model - she is considered one of the world's foremost experts on leading experience transformation at scale.
Megan’s insights have been featured in dozens of business publications like Inc. Magazine, AdAge, and CNBC. She is a popular speaker at events like the Wall Street Journal's Experience Management Forum, the Chief Experience Officer Summit, and the CXPA Insight Exchange.
12 min