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.
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.
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.
Content Featuring Sam Stern
Explore the importance of using customer and employee data to provide feedback to employees about their contributions to customer experience delivery, how firms can help managers use the same data to coach employees and improve their teams' performance, and learn about new emerging ways for firms to track employee experience that help them identify opportunities to better support employees.