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 The 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 The 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: The ROI Of EX

    Apply Forrester's Total Economic Impact™ (TEI) Model To Determine The Costs And Benefits Of Employee Experience Improvement

    September 3, 2019Samuel Stern, Andrew Hewitt, Adam Schlegel

    EX is becoming ever more important due to an increasingly educated workforce, incredibly low unemployment rates, pervasive AI/automation, and workplaces beset by multiple transformation initiatives. But many executives see a superior EX as an important, but unquantifiable, nice to have. We believe that EX ROI is quantifiable and that EX investments will manifest in unexpectedly large returns — and from areas overlooked by C-level executives. This report will help EX practitioners make a strong business case for EX by using Forrester's Total Economic Impact™ (TEI) methodology.

  • For Customer Experience Professionals

    REPORT: EX Measurement Best Practices: New Data Sources, New Insights, And More Accountability

    How To Continuously Shape A PEAK Employee Experience

    September 3, 2019 Maxie Schmidt-Subramanian, Samuel Stern

    Most companies devote so much of their limited employee experience (EX) measurement resources to surveying employees that they overlook other sources of insights and fail to act on the insights to improve EX. This report describes how EX leaders can measure EX in ways that are both more efficient and more reflective of what matters to employees. The report also documents how to act on EX measurement data to create better employee experiences.

  • For CMO Professionals

    REPORT: Live Your Values To Grow Your Business

    Values-Based Consumers And Employees Seed A New Disruption

    August 29, 2019 Anjali Lai, Rick Parrish, Samuel Stern

    The debate about company values is center stage. Certain moments in history trigger an eruption of passionate voices that rail against companies that appear to violate consumer values: Today, we're living in such a moment. But unlike previous episodes where the consumer outcry eventually faded and companies returned to business as usual, we're now witnessing the seeds of a new disruption. Read this report to understand why aligning company and stakeholder values is becoming crucial to business success.

  • 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.

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