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.

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.

Research Coverage

Samuel Stern's Research

  • For Customer Experience Professionals

    Report: Finding The Right Inspiration To Transform Your Customer Experience

    The cultural transformation required to become a customer-obsessed company that consistently delivers great experiences takes years, and the path is strewn with obstacles and setbacks. When star...

    • Downloads: 168
  • For Customer Experience Professionals

    Report: CX Pros Are Blind To The Line Of Visibility

    Most companies don't understand all of the complex interdependencies that shape their customer experience outcomes. As a result, many customer experience (CX) pros and the experiences they are r...

    • Downloads: 208
  • For Customer Experience Professionals

    Report: Cure Broken Customer Experiences With Voice Of The Employee Programs

    Customer experiences fail, and customer experience (CX) pros often don't know why. That's because they don't systematically collect feedback from the one group that can provide insight about the...

    • Downloads: 261
  • 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: 1000
  • For Customer Experience Professionals

    Report: Brief: Who Needs CX Certifications?

    In the age of the customer — when companies only win by being customer-obsessed and delivering exceptional experiences — customer experience (CX) will mature into a full-fledged prof...

    • Downloads: 79
  • 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: 2145
  • 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: 1492
  • 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: 1000
  • 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: 854
  • 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: 661
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