Samuel   Stern

Samuel Stern

Principal Analyst Serving Customer Experience Professionals

Sam is a principal 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. Sam is also the host 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 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.

Samuel Stern

Principal Analyst Serving Customer Experience Professionals

Sam is a principal 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. Sam is also the host 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 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.

Samuel Stern's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: How Firms Help Employees Evoke Emotions That Deepen Customer Loyalty

    Create More Positive Emotions And Heighten Memories Of Positive Emotions

    January 10, 2018Samuel Stern, Danielle Place, Margaret Rodriguez

    Emotions drive customers' perceptions — and human interactions are more emotionally resonant than digital interactions. That's why CX pros must help their colleagues deliver experiences that create more positive customer emotions. They can do this by sharing information about what matters to customers and training and coaching employees about what they should do to evoke positive customer emotions. To get more value out of good employee experience delivery, firms must also help customers better remember positive emotions associated with past interactions.

  • For Customer Experience Professionals

    REPORT: The Five Factors That Supercharge CX Enablement

    Innovate Your Enablement Practices For CX Transformation

    December 26, 2017 TJ Keitt, Samuel Stern

    To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their firms create workplaces that make employees smarter, more agile, and more contextually aware. This report provides a framework for fostering innovative CX enablement practices.

  • For Infrastructure & Operations Professionals

    REPORT: The Employee Experience Imperative

    Vision: The Employee Experience Playbook

    December 15, 2017 David K. Johnson, Samuel Stern

    If your company is struggling with employee engagement, chances are it's looking in the wrong places. If you're responsible for employee technology but not involved in discussions to improve engagement, it will be difficult, or even impossible, to move the needle. Engagement is an outcome of the employee experience (EX), and while there's a mosaic of factors that influence EX, technology plays a significant role. This report will arm infrastructure and operations (I&O) leaders with critical knowledge about how to understand and improve employee experience by digging deep to spot the causal factors and making better decisions about technology policy and enablement.

  • For Customer Experience Professionals

    REPORT: Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

    November 8, 2017 Ryan Hart, TJ Keitt, Joana van den Brink-Quintanilha, Samuel Stern, Jennifer Wise

    CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in companies has dropped precipitously; customers say the way to build their trust is to listen to them more, offer higher-quality products and services, and treat employees better. Misleading and false statements amplified by internet technologies further damage trust. This report examines this trust crisis and predicts how smart companies will respond in 2018.

  • For Customer Experience Professionals

    REPORT: Five Steps To Enable Customer Experience Delivery

    Establish Your Enablement Practices For CX Transformation

    October 26, 2017 TJ Keitt, Samuel Stern

    Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve customers. This is challenging, as it requires organizational, managerial, and technological changes. This report describes how CX professionals can begin the process of enabling workers to deliver the business' intended CX.

View all of Samuel Stern's Research

Clients Who Work With Samuel Stern Also Work With:

View all related analysts

Connect

Brief Our Analysts

Upcoming Events

Webinar: Focus On CX Enablement To Create Better Customer And Employee Experiences

Date: March 20, 2018
Time: 11:00 AM-11:40 AM Eastern Standard Time
Register
View all upcoming events