Human beings are notorious for wanting multiple conflicting things,” says Megan Burns, setting the tone of this episode of The Resonance Test: thoughtful, empathic, honest.
One of the founding mothers of experience management, Burns honed her thinking at Forrester Research, producing more than 75 reports. Today Burns is the CEO of Experience Enterprises, but she hasn’t strayed a millimeter from the nuances of CX. “Is making it easy for someone who is trying to curb their spending habits to buy $400 worth of shoes at 3:00 in the morning from their bed from their phone… is that really meeting the customer’s ‘needs’? Probably not.”
The EPAM Continuum Podcast Network. Aired March 2020.
soundcloud.com/futuremadereal/megan-burns-of-experience-enterprises
