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.

Education

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: 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: 88
  • 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: 1803
    • Comments: 1
    • Rating:
  • 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: 264
    • Rating:
  • For Customer Experience Professionals

    Report: Communication, Training, And Routines: How Companies Socialize Customer Centricity

    Companies can create a more customer-centric culture by socializing customer focus among all employees. Customer experience (CX) professionals must lead their organizations to communicate the im...

    • Downloads: 241
  • For Customer Experience Professionals

    Report: How To Hire And Onboard Customer-Centric Employees

    Companies can become more customer-centric by hiring employees who inherently want to serve customers and then getting them off to the right start. Customer experience (CX) professionals can do ...

    • Downloads: 248
    • Rating:
  • 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: 1803
    • Comments: 1
    • Rating:
  • 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: 515
    • Rating:
  • 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: 443
    • Rating:
  • For Customer Experience Professionals

    Report: How To Hire And Onboard Customer-Centric Employees

    Companies can become more customer-centric by hiring employees who inherently want to serve customers and then getting them off to the right start. Customer experience (CX) professionals can do ...

    • Downloads: 248
    • Rating:
  • 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: 264
    • Rating:
View all of Samuel Stern's Research

Clients who work with Samuel Stern also work with: