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: Customer Obsession Is An Employee Engagement Strategy, Too

    Want great customer experience (CX)? Well that's not possible without engaged employees. Delivering consistently superior customer experiences depends on employees across the organization playin...

    • Downloads: 1
  • For Customer Experience Professionals

    Report: Brief: Using Data To Drive Customer-Centric Employee Behavior Change

    Companies that want to create a customer-obsessed culture need to help employees throughout the organization change their behavior. But just like in our personal lives, where adopting a good hab...

    • Downloads: 208
  • For Customer Experience Professionals

    Report: How To Ensure That CX Transformation Setbacks Aren't Fatal

    Samuel Beckett said it best in Worstward Ho. "Ever tried. Ever failed. No matter. Try again. Fail again. Fail better." All customer experience (CX) professionals will face setbacks in their CX t...

    • Downloads: 92
  • For Customer Experience Professionals

    Report: The Truth About Customer-Centric Org Structures: They're The Icing, Not The Cake

    Our research into companies that deliver superior customer experience (CX) showed that operating under a customer-centric organizational structure does not predict success. Instead, CX pros mana...

    • Downloads: 200
  • For Customer Experience Professionals

    Report: Vendor Landscape: Picking The Right Consultant To Support Your Culture Transformation

    Companies that want their cultures to become customer-centric typically need help making the change. This report looks into service providers that can help customer experience (CX) professionals...

    • Downloads: 449
  • 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: 2228
  • For Customer Experience Professionals

    Report: Three Organizational Models For Chief Customer Officers

    This report outlines common models of organization used by customer experience professionals seeking to act and transform their company into an experience-driven organization. To update our rese...

    • Downloads: 1575
  • For Customer Experience Professionals

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

    Transforming cultures to be customer-centric is one of the toughest challenges that customer experience (CX) professionals face. That's because changing the culture of an organization requires t...

    • Downloads: 1116
  • For Customer Experience Professionals

    Report: Digital Customer Experience Governance Demystified

    Governance has long been a dreaded word in the field of customer experience. It conjures images of automatons locked in dungeons trolling digital properties, hunting for standards violations. Bu...

    • Downloads: 1108
  • For Customer Experience Professionals

    Report: How Customer Experience Champions Transform Culture

    Changing to a customer-obsessed company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and behavioral norms of everyone in...

    • Downloads: 963
View all of Samuel Stern's Research

Clients who work with Samuel Stern also work with: