Samuel   Stern

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

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

Most RecentMost Popular
  • For Customer Experience Professionals

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

    Intermediate Level: Culture Practices For CX Transformation

    November 30, 2018Samuel Stern

    Once customer experience (CX) transformation leaders have established solid culture practices, they should move on to advancing their culture transformation by making customer-centric behavior adoption a probability, not just a possibility. This report describes how firms make it easier to adopt and maintain customer-centric behaviors by removing barriers to employee behavior change and creating new processes and support structures that build rigor and routine. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Three Culture Practices For Long-Term Customer Centricity

    Advanced Level: Culture Practices For CX Transformation

    November 30, 2018Samuel Stern

    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 realign their organizations to reinforce customer centricity. They also build practices to help identify a never-ending stream of emergent employee behaviors that go beyond the current best practices and continuously raise the bar. And they radically distribute authority and responsibility to employees who are as close to the action as possible. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Why EX? Why Now?

    Your Blueprint For Converting Interest In Employee Experience Into Rock-Solid Support

    November 27, 2018Samuel Stern, Andrew Hewitt

    Employee experience (EX) is having its moment: We hear more interest now than ever before from our clients. That's not surprising in this tight labor market where Millennials make up an ever-larger share of the workforce and companies find themselves competing to attract and retain talent. But what are the tangible business benefits from improving the employee experience? This report and the accompanying infographic help executives interested in employee experience justify the value of investing in it to their colleagues.

  • For Customer Experience Professionals

    REPORT: Guide Your Customers To Better Experiences With Behavioral Science

    Align Better Futures For Both The Customer And The Organization

    November 27, 2018 Ryan Hart, Samuel Stern

    Through a combination of tactical quick wins and strategic transformations, customer experience (CX) professionals can apply the concepts of behavioral science to improve experiences. In this way, companies can look out for their customers' best interests while also generating value for their organization. This report provides an introduction to how key behavioral science concepts are being applied today to transform CX and recommends ways that CX professionals can use them to design better experiences.

  • For Customer Experience Professionals

    REPORT: Forrester Infographic: Why EX? Why Now?

    A Visual Summary Of Your Blueprint For Converting Interest In Employee Experience Into Rock-Solid Support

    November 26, 2018Samuel Stern, Andrew Hewitt

    Employee experience (EX) is having its moment: We hear more interest now than ever before from our clients. That's not surprising in this tight labor market where Millennials make up an ever-larger share of the workforce and companies find themselves competing to attract and retain talent. But what are the tangible business benefits from improving the employee experience? This infographic helps executives interested in employee experience begin to understand how to justify the value of investing in it to their colleagues.

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