customer experience

“Human Beings Are Notorious for Wanting Multiple Conflicting Things”

The Resonance Test 34: Megan Burns

May 17, 2019
by Toby BottorfKen Gordon
Megan Burns Hero

“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.” We’re thrilled to have Megan Burns Experience on the podcast. In this winning chinwag with our Toby Bottorf (no CX slouch himself,) these two parse the “E”s with warmth and intelligence. Of course, one listen won’t probably be enough—“Our conscious brains only notice about 40 pieces of the 11 million pieces of information we take in at any moment,” says Burns—but give it a shot. You can always re-experience it by hitting the play button.

Host: Pete Chapin
Editor: Kyp Pilalas
Producer: Ken Gordon

The Resonance Test 34: Megan Burns
filed in: customer experience, employee experience

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