Speaker Biography

Samuel Stern

Principal Analyst

Sessions Featuring This Speaker

Forrester's Forum For Customer Experience Professionals East


  • 11:00 AM - 11:45 AM

    Five Things You Must Do To Build A Customer-Centric Culture

    Cultivating a customer-centric culture is one of the toughest challenges faced by customer experience professionals. But despite false starts and outright failures at many firms, some companies do succeed. In this session, you’ll learn:

    • The five essential steps leading companies to build a customer-centric culture.
    • How to retune incentives, rewards, and rituals to align employee behaviors with your customer experience strategy.
    • The roles customer experience teams play in changing a culture at the most successful firms.

Research Focus

Sam is a principal 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. Sam is also the host of CX Cast, Forrester's weekly customer experience podcast.

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.