Megan Burns and Moments of Change for Experience Design

Megan Burns stops by the Experience by Design studios to talk about her 20 years of work in customer experience, and how she is now helping organizations change their cultures to reach their customer experience aims. In this episode Megan talks about how a self-proclaimed ‘word nerd’ gets organizations to understand how words and terms can drive the wrong messages without even knowing it. We also explore how the human brain is the ultimate legacy technology, as well as how to upgrade your brain without it crashing. Finally, we talk about how companies are in an ‘experience race,’ and how many should stand down to focus on what customers and employees actually want.

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This is experience by design, a podcast that brings new perspectives to the experiences we have everyday. Does standing in line always have to suck? Why are airports so uncomfortable? What does it mean to be loyal to a brand? Why do you love being connected but dislike feeling tethered to your smart phone? Can we train people to care about the climate? Join Sociologist Gary David and Anthropologist Adam Gamwell on an expedition to the frontiers of culture and business through the lens of human experience. We're here to make sense of the madness with leading psychologists, cognitive and social scientists, entrepreneurs, and business leaders.