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

Most RecentMost Popular
  • For CMO Professionals

    REPORT: PEAK Human: The EX Equation For Dominating Our Transformation-Filled Future

    Vision: The Employee Experience Playbook

    June 7, 2019Samuel Stern

    The future of work will require employees to perform in an environment of continuous corporate transformation and under an increasing threat from automation. In the face of that much uncertainty, it's not enough to simply treat employees well. Executives leading employee experience (EX) initiatives must build employee-obsessed experiences that condition employees to adapt, stretch, and grow in response to the constant stressors they experience from accelerating changes within the workplace.

  • For Application Development & Delivery Professionals

    REPORT: Now Tech: Enterprise Video Platforms For Internal Training And Employee Communications, Q2 2019

    Forrester's Overview Of 28 Providers Of Enterprise Video Platforms For Internal Training And Employee Communications

    June 7, 2019 Nick Barber, Samuel Stern

    You can use enterprise video platforms (EVPs) to enable on-demand employee training, create more engaging internal communications, and boost sharing of employee-generated content. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, and vertical market focus. Application development and delivery (AD&D) pros should use this report to understand the value they can expect from an enterprise video platform provider and to select one based on size and functionality.

  • For Customer Experience Professionals

    REPORT: Case Study: The CX Transformation Success Secrets Of Crowe

    How One B2B Firm Uses Exceptional Client Experience To Fuel Business Growth

    May 22, 2019Samuel Stern, Angelina Gennis

    Many companies try to transform their customer experience (CX), but few succeed. B2B public accounting, consulting, and technology firm Crowe has defied the odds and successfully transformed its client experience. Even better: Its great client experience has powered faster revenue growth. This report summarizes Crowe's path and shares best practices that CX pros at other firms, particularly B2B companies, should emulate.

  • 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.

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