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: How To Set Employee Goals That Drive Great CX

    Companies must align employee goals with desired customer metrics to deliver better experiences. To get it right, companies must make employees accountable for parts of the experience that they ...

    • Downloads: 214
  • For Customer Experience Professionals

    Report: The Challenges Holding Back CX Leaders And How To Overcome Them

    In late 2015, Forrester partnered with recruiting firm Heidrick & Struggles to survey chief marketing officers (CMOs) and customer experience (CX) professionals to better understand their roles,...

    • Downloads: 109
  • For Customer Experience Professionals

    Report: Checklist The Progress Of Your Culture Transformation

    Companies want more customer-centric cultures to help them consistently deliver better customer experiences. But the path to customer centricity is long and uncertain. Forrester created a custom...

    • Downloads: 156
  • For Customer Experience Professionals

    Report: Brief: Crafting A Customer-Obsessed Culture

    Is your organization aligned behind a shared understanding of the types of experiences your customers expect? Do key staff understand their roles in delivering those experiences? If you're like ...

    • Downloads: 315
  • 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: 273
  • 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: 2254
  • 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: 1596
  • 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: 1190
  • 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: 1129
  • 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: 997
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