Samuel   Stern

Samuel Stern

Principal Analyst Serving CMO Professionals

Sam is a principal analyst in Forrester's CMO research practice. His research topics include employee experience and customer-centric culture. Sam is also the cohost 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 chief customer officers and other CX executives at large companies, 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 CMO Professionals

Sam is a principal analyst in Forrester's CMO research practice. His research topics include employee experience and customer-centric culture. Sam is also the cohost 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 chief customer officers and other CX executives at large companies, 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

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  • For CIO Professionals

    REPORT: Start Designing The Future Human-Machine Workplace Now

    How To Help Humans Thrive When They Work Alongside Robots And AI

    April 17, 2019 J. P. Gownder, Samuel Stern

    The robots are coming for your jobs — not universally true. The robots are coming to make your jobs easier — also not universally true. CIOs and their companies must take a proactive stance toward integrating robots and AI into their existing employee ecosystem. Otherwise, they will fail to maximize their investments in technology and will alienate their human employees in the balance. There is a better way — design new experiences that account for what humans and technology are best suited to work on.

  • For Customer Experience Professionals

    REPORT: The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

    April 4, 2019 Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie apocalypse have dwindled; XR's adoption among consumers remains low, and its use cases are narrow. In the workplace, however, it's a different story. This reports explains how customer experience (CX) pros can use XR now to: 1) better enable employees to deliver good CX; 2) improve employee and B2B customer experiences; and 3) prepare to deploy XR to consumers in the future.

  • For Customer Experience Professionals

    REPORT: Who Leads Employee Experience? A Snapshot Of EX Executives And Their Reporting Structures

    The Roles, Titles, Teams, And Responsibilities Behind EX Transformation

    April 2, 2019Samuel Stern, Rebecca McAdams

    Who owns employee experience (EX), what are their key initiatives, and who are their key collaborators? These are questions we hear frequently from our clients, so we set out to find the answers. In December 2018, we administered a survey to 86 EX leaders about their titles, reporting relationships, team sizes, and responsibilities to better understand this emerging role within organizations. This report summarizes our findings and helps leaders responsible for employee experience compare their efforts to those of other organizations.

  • For CIO Professionals

    REPORT: Introducing Forrester's Employee Experience Index

    Landscape: The Employee Experience Playbook

    February 14, 2019 David K. Johnson, Samuel Stern

    The debate about the importance of employee experience (EX) is moving into a new phase. It's no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, across several industries, including the public sector. We incorporated the latest insights from psychological and organizational behavior research into the survey. The findings, summarized in this report, will change the way CIOs, CMOs, and their organizations think about EX.

  • For Customer Experience Professionals

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

    Beginner Level: Culture Practices For CX Transformation

    January 3, 2019Samuel Stern

    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 establish robust culture practices. But for most firms, that's a tall order. This report, part of the CX transformation playbook, describes the five initial steps required to launch a successful culture transformation. It also links to additional reports that provide more depth. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Webinar: Start Designing The Human-Machine Workplace Now

Date: May 8, 2019
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