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 CIO Professionals

    REPORT: Introducing Forrester's Employee Experience Index

    Landscape: The Employee Experience Playbook

    February 14, 2019 David K. Johnson, Samuel Stern

    The debate about the importance of employee experience (EX) is moving into a new phase. It's no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, across several industries, including the public sector. We incorporated the latest insights from psychological and organizational behavior research into the survey. The findings, summarized in this report, will change the way CIOs, CMOs, and their organizations think about EX.

  • For Customer Experience Professionals

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

    Beginner Level: Culture Practices For CX Transformation

    January 3, 2019Samuel 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. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: The Five Factors That Supercharge CX Enablement

    Advanced Level: Enablement Practices For CX Transformation

    December 26, 2018 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. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

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

    Intermediate Level: Culture Practices For CX Transformation

    November 30, 2018Samuel 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. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Three Culture Practices For Long-Term Customer Centricity

    Advanced Level: Culture Practices For CX Transformation

    November 30, 2018Samuel 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. Forrester refreshes this report regularly based on new research.

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