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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: Five Key Steps For Making Your Culture More Customer-Centric

    Establish Your Culture Practices For CX Transformation

    June 19, 2017Samuel Stern

    CX transformation requires creating a system of shared values and behaviors that focus employees on delivering great customer experiences. To do this, customer experience leaders need to establish robust culture practices. But for most firms, that's a tall order. This report, part of the CX transformation playbook, describes the five initial steps required to launch a successful culture transformation. It also links to additional reports that provide more depth.

  • For Customer Experience Professionals

    REPORT: Remove Barriers And Add Enablers For A Customer-Centric Culture

    Advance Your Culture Practices For CX Transformation

    June 19, 2017Samuel Stern

    Once customer experience (CX) transformation leaders have established solid culture practices, they should move on to advancing their culture transformation by making customer-centric behavior adoption a probability, not just a possibility. This report describes how firms make it easier to adopt and maintain customer-centric behaviors by removing barriers to employee behavior change and creating new processes and support structures that build rigor and routine.

  • For Customer Experience Professionals

    REPORT: Three Culture Practices For Long-Term Customer Centricity

    Innovate Your Culture Practices For CX Transformation

    June 19, 2017Samuel Stern

    Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign their organizations to reinforce customer centricity. They also build practices to help identify a never-ending stream of emergent employee behaviors that go beyond the current best practices and continuously raise the bar. And they radically distribute authority and responsibility to employees who are as close to the action as possible.

  • For Customer Experience Professionals

    REPORT: CX Teams: What They Do, Where They Report, How Big They Are, And How Much They Spend

    May 8, 2017Samuel Stern

    In May and June of 2016, Forrester fielded a survey to customer experience (CX) professionals across the globe and received hundreds of completed responses detailing what CX professionals are responsible for, where they report in their organizations, how many colleagues they have on their teams, and the size of their budgets. This report summarizes that survey data and analyzes responses from 18 deep-dive interviews that expanded on the insights gained through the survey responses.

  • For Customer Experience Professionals

    REPORT: Harness The Power Of Emergent Behavior To Design Great Employee Experiences

    March 20, 2017Samuel Stern

    Disengaged employees cost US firms hundreds of billions of dollars in lost productivity. That's just one reason why CX professionals should use their design and observation skills to enhance the employee experience as well as the customer experience. This report details how CX pros can improve current employee experience with design practices as well as harness emergent behavior to create differentiating employee experiences of the future.

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