Samuel Stern

Principal Analyst serving Customer Experience PROFESSIONALS

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.

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.

Samuel Stern's Research

  • For Customer Experience Professionals

    Report: Five Key Steps For Making Your Culture More Customer-Centric

    CX transformation requires creating a system of shared values and behaviors that focus employees on delivering great customer experiences. To do this, customer experience leaders need to establi...

  • For Customer Experience Professionals

    Report: Remove Barriers And Add Enablers For A Customer-Centric Culture

    Once customer experience (CX) transformation leaders have established solid culture practices, they should move on to optimizing their culture transformation by making customer-centric behavior ...

  • For Customer Experience Professionals

    Report: Three Culture Practices For Long-Term Customer Centricity

    Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders real...

  • For Customer Experience Professionals

    Report: CX Teams: What They Do, Where They Report, How Big They Are, And How Much They Spend

    In May and June of 2016, Forrester fielded a survey to customer experience (CX) professionals across the globe and received hundreds of completed responses detailing what CX professionals are re...

  • For Customer Experience Professionals

    Report: Harness The Power Of Emergent Behavior To Design Great Employee Experiences

    Disengaged employees cost US firms hundreds of billions of dollars in lost productivity. That's just one reason why CX professionals should use their design and observation skills to enhance the...

  • 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...

  • 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...

  • 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...

  • 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...

  • 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...

View all of Samuel Stern's Research

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