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: Mapping The Employee Journey

    Journey maps are a powerful tool for diagnosing and fixing interactions. They're valuable for understanding both customer and employee experiences, which is why customer experience (CX) pros alo...

  • For Customer Experience Professionals

    Report: CX Governance That Enables Great Experience Delivery

    Good CX governance facilitates the creation of great experiences. To get it right, CX pros must consider three levels of CX governance. At the top, executive-level CX steering committees make ke...

  • For Customer Experience Professionals

    Report: Acquisitions Are Not An Excuse For Bad Customer Experience

    Mergers and acquisitions (M&A) are virtually inevitable in the lives of corporations. Even so, they distract attention from other initiatives — including customer experience (CX). CX pros must m...

  • For CMO Professionals

    Report: Five Secrets Of Customer-Obsessed Cultures

    For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It's instead their follow-through on t...

  • For CIOs

    Report: Five Secrets Of Customer-Obsessed Cultures

    For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It's instead their follow-through on t...

  • 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...

  • 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...

  • 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...

  • 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...

  • 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...

View all of Samuel Stern's Research

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