Samuel Stern

Sr Analyst serving Customer Experience PROFESSIONALS

Sam is a senior analyst in Forrester's customer experience research practice. His research topics include customer-centric culture, employee engagement in delivering better customer experiences, and how to deploy different research techniques to create better experiences.

Previous Work Experience

Prior to joining the research team, Sam launched and managed Forrester's Customer Experience Council and Customer Experience Executive Program, which are peer networks for customer experience executives. In his role, Sam and his team supported more than 170 chief customer officers and other customer experience executives at large companies in North America and Europe, partnering with them to help them drive customer experience transformations at their respective companies.

Previously, Sam managed Forrester's customer experience consulting practice.


Sam holds a master's degree in human factors in information design from Bentley University and an undergraduate degree from Yale University in history and sociology.

Research Coverage

Samuel Stern's Research

  • For Customer Experience Professionals

    Report: Market Overview: Where To Get Help With Culture Transformation

    Companies that want their cultures to become customer-obsessed will typically require help in making the change. Fortunately, a wide range of consultancies offer services that enable this transf...

    • Downloads: 143
  • For Customer Experience Professionals

    Report: Case Study: How PURE Insurance Built A Customer-Obsessed Business

    From its founding in 2006, Privilege Underwriters Reciprocal Exchange (PURE) set out to create a customer-obsessed business model that was differentiated from competitors. The result is a compan...

    • Downloads: 157
  • For Customer Experience Professionals

    Report: Case Study: How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture

    In 2005, the Hampton hotel brand embarked on a culture transformation intended to differentiate its hotels from competitors by delivering superior guest experiences. Along the way, the team at H...

    • Downloads: 125
  • For Customer Experience Professionals

    Report: Executive Q&A: Learning Maps; Innovative Tools For Customer Experience Training

    Learning maps are large-scale visualizations that use data, graphics, and illustrations to tell a story. They are an increasingly popular training tool for companies that want to transform their...

    • Downloads: 180
  • For Customer Experience Professionals

    Report: Executive Q&A: Customer Experience Rooms

    Customer experience (CX) rooms — immersive, interactive spaces that help employees better understand customers — have emerged as a powerful new tool for improving experiences. For cu...

    • Downloads: 217
  • For Customer Experience Professionals

    Report: How To Build A Customer-Centric Culture

    A customer-centric culture is a system of shared values and behaviors that focus employees on delivering great customer experiences. Customer experience (CX) leaders can use three tools to craft...

    • Downloads: 2011
  • For Customer Experience Professionals

    Report: Digital Customer Experience Teams In The Post-PC Era

    The proliferation of new form factors and touchpoints has companies struggling to create digital experiences that meet rising customer expectations. To handle this challenge, customer experience...

    • Downloads: 608
  • For Customer Experience Professionals

    Report: Sharpen Customer Experience Focus With Employee Engagement

    Employee engagement drives both better customer experience and greater profit margins. What's more, it's essential for companies that want to sustain customer experience success over time. But m...

    • Downloads: 519
  • For Customer Experience Professionals

    Report: Five Steps To Create And Sustain A Customer-Centric Culture

    Transforming cultures to be customer-centric is one of the toughest challenges that customer experience professionals face. That's because changing the culture of an organization requires the su...

    • Downloads: 489
  • For Customer Experience Professionals

    Report: Drive Customer-Centric Employee Behavior With Rewards And Recognition

    Companies that want to deliver great customer experiences need to engage their employees in the effort. That's why many firms set out to align their workforce by rewarding a rise in customer sat...

    • Downloads: 358
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