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 Track Your Company's Progression Toward Customer Obsession

    Transforming a company's culture to become customer-centric can be a Herculean task. But when customer experience (CX) professionals confront skeptics who believe that the benefits of culture ch...

    • Downloads: 112
  • For Customer Experience Professionals

    Report: Case Study: How Mercedes-Benz USA Fosters Customer Centricity Among All Employees

    In 2011, Mercedes-Benz USA (MBUSA) embarked on a customer experience (CX) transformation to align the quality of its customer interactions with the promise inherent in its tagline: "The Best Or ...

    • Downloads: 159
  • For Customer Experience Professionals

    Report: Tune Your Customer-Centricity Machine

    With every new hire, a company has the chance to enhance or undercut its experience delivery. That's why customer experience (CX) professionals should make the prioritization of customer obsessi...

    • Downloads: 110
  • For Customer Experience Professionals

    Report: Want Great CX? Make Everyone Do Their Part

    Customer experience (CX) professionals must help their colleagues understand how they affect — and ultimately own a piece of — customer experience outcomes. That requires CX teams to...

    • Downloads: 323
  • For Customer Experience Professionals

    Report: How To Measure The Customer Impact Of CX Projects — And Get Them Funded

    A rigorous governance process to determine the customer impact of all customer experience (CX) projects and initiatives helps CX professionals win funding and deliver on the promised improvement...

    • Downloads: 374
  • 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: 2185
  • 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: 1530
  • 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: 1065
  • 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: 905
  • For Customer Experience Professionals

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

    Transforming cultures to be customer-centric is one of the toughest challenges that customer experience professionals face. That's because changing the culture of an organization requires the su...

    • Downloads: 729
View all of Samuel Stern's Research

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