“Scale creates problems that empathy alone can’t solve”

Megan Burns unlocks the key to how leaders can differentiate their brands based on the experiences they deliver to customers on this episode of The Delighted Customers Podcast. She ought to know...she spent more than 10 years as vice president principal analyst at Forrester Research where she developed ground-breaking research on how brands like Amazon, Apple, Starbucks, and Salesforce deliver great customer experiences at scale in the face of constant social and technological never-ending disruption. In this episode we discuss the underlying problems leaders need to solve and why so many companies miss the target, plus:

• What’s the biggest challenge delivering an outstanding experience today?
• Why leaders should think about themselves as being in the experience delivery business 
• Understanding the shift from “Pay Attention” to “Believe” to “Care”
• Why getting key stakeholders to care isn’t enough
• The Activation Challenge: Why is it critical to customer loyalty
• Why making the business case is not the entire solution

Meet Megan

Megan Burns is a customer experience strategist, author, and keynote speaker who helps companies build world-class customer experience programs that accelerate growth and drive strategic advantage. A former Vice President at Forrester Research, Megan has advised hundreds of corporations over her 20+ year career, including Microsoft, Workday, Akamai, FedEx, Verizon, and AT&T. As the architect of two of the industry's most well-known frameworks - the Customer Experience Index and the Outside In Maturity Model - Megan is considered one of the world's foremost experts on leading experience transformation at scale. Her insights have been featured in dozens of publications like the Wall Street Journal, Inc. Magazine, AdAge, and CNBC, and Megan is a popular speaker at events like the Wall Street Journal's Experience Management Forum, CXPA Leaders Advance, the Chief Experience Officer Summit, and the Qualtrics X4 Summit. As a CX pioneer, Megan is regularly invited to judge industry awards like the CXPA Innovation Awards and World Customer Centricity Awards and to appear on popular podcasts like Voices of CX and CX Luminaries. After interviewing Megan, one host said: "I've never seen anyone with customer experience so deeply in their blood."

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