Samuel Stern

Principal Analyst

Forrester Bio

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PEAK Human: Help Your Employees Ascend Above Your Organizational Chaos

Samuel Stern June 7, 2019
Before an organization undertakes any transformation, restructuring, or automation initiative, it needs to ask: What do our employees need to become so that they can thrive in an environment with more chaos and uncertainty? That’s because any change initiative creates fear, uncertainty, and doubt amidst your employees. Will I lose my job? Will I still […]
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Your Employees Want More (And Better) Training

Samuel Stern May 29, 2019
The C-suite sets a strategy. Employees are excited and enthusiastic. Yet, progress isn’t made. Learn why the skills transfer gap could be stymieing your firm’s strategic ambitions.
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VIDEO

Companies Must Start Creating Human-Machine Collaborations

Samuel Stern May 3, 2019
What will your humans do in an automated workplace? Principal Analyst Sam Stern explains three principles for seamless human-machine collaboration. Watch now and learn more at CX NYC June 11-12.
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Extended Reality (XR) For Employees, Not For Customers

Samuel Stern April 12, 2019
Just over a year ago, I was talking with my colleague Jenny Wise after she had returned from Mobile World Congress in Barcelona. While we were talking about some of the virtual and augmented reality (VR/AR) applications she had seen demonstrated at the event, it sparked a realization for us that the opportunity for altered […]
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EX Execs: You Can Now Compare Yourselves To Your Peers

Samuel Stern April 6, 2019
We get asked all the time: Who is responsible for employee experience? What are their titles, budgets, team sizes, and responsibilities? We aim to please at Forrester, so we surveyed and interviewed dozens of EX leaders to get answers to our clients’ questions.
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Does Your Employee Experience Create Happy Warriors?

Samuel Stern March 28, 2019
Last month, my colleague Dave Johnson and I published a report that shared a better way for companies to measure the quality of their employee experience. The Employee Experience Index rests on years of research by Dave and myself but also incorporates findings from academic studies that update what we know about what makes a […]
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Predictions 2019: Employee Experience Moves To Center Stage

Samuel Stern November 5, 2018
Companies and executives are paying attention to employee experience as never before. There are good reasons for this attention. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. Employees are quitting their jobs at the fastest rate since 2001.[i] What’s more, companies that care about […]
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If You’re Not Prioritizing Employee Experience Improvement, You’re Doing It Wrong

Samuel Stern October 19, 2018
There is ample evidence that improving employee experience leads to better business results. Briefly, firms that improve employee experience find that they get better work performance and more discretionary effort from employees.[i] Discretionary effort makes companies more effective and efficient, according to this study published in Harvard Business Review.[ii] Better employee experience also leads to lower employee turnover […]
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Five Things We Learned About The Untapped Potential Of Loyalty Programs To Improve CX

Samuel Stern September 10, 2018
In Episode 154 of The CX Cast (subscribe!), we were excited to have our colleague, Principal Analyst Emily Collins, join us to talk about loyalty programs and their influence on customer experience. Here are five things I learned during our conversation:  Airlines started it. Loyalty programs started 30-plus years ago in the airline industry as a reaction to deregulation. Without strict […]
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Calling All CX Pros: An Opportunity To Get Data And Participate In Forrester’s Research

Samuel Stern April 19, 2016
Everyone I talk to has internalized the importance of improving customer experience delivery in the age of the customer. But in today’s hypercompetitive business landscape, and with ever-rising consumer expectations, actually delivering better experiences is a tall order. To help understand how companies are tackling this challenge, we’re conducting research on how some of the […]
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Customer Obsession Is An Employee Engagement Strategy, Too

Samuel Stern February 23, 2016
CX pros: What’s better than delivering experiences that delight customers? Doing so, while helping your colleagues feel more engaged with their work. That’s a nice thought, and few would dispute the importance of engaging employees to deliver better experiences. In fact, most execs have internalized the ideas laid out more than 20 years ago in […]
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How To Measure The Customer Impact Of CX Projects — And Get Them Funded

Samuel Stern May 29, 2015
No one disputes that treating customers well is the right thing to do: Virtually all respondents in a Forrester survey of CX professionals said that executives at their companies consider customer impact to be at least somewhat important when making business decisions. But compared with hard return on investment (ROI) numbers in business cases for […]
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Finding The Right Inspiration To Transform Your Customer Experience (Updated With Podcast)

Samuel Stern April 3, 2015
A few years ago, The Mayo Clinic wanted to design separate consultation and exam rooms to reflect the reality that most appointments consist mainly of conversations between doctors and patients, with less examination time. But there wasn't enough floor space to accommodate the number of separate rooms that it envisioned. Then, inspiration struck from the […]
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CX Pros Are Blind To The Line Of Visibility

Samuel Stern March 13, 2015
A few years back, FedEx learned that "the leaning tower of packages" at its retail locations was making many customers uneasy. Store employees would take a customer's package and place it on the messy pile. Based on that simple visual cue, these customers worried that their package might very well get lost in their seemingly […]
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Voice Of The Employee Can Cure Broken Customer Experiences, But You Need An Effective Program To Mine It

Samuel Stern January 25, 2015
Last week, many of our customer experience (CX) analysts — including me and my colleague Maxie Schmidt — were glued to their computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to […]
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The Customer Experience Curriculum

Samuel Stern January 6, 2015
Companies with customer-obsessed cultures — think USAA or Southwest Airlines — differentiate themselves in their industries and earn major financial benefits as a result. But customer-obsessed cultures don't just happen: To help transform a culture, customer experience professionals must develop a training and coaching curriculum that touches all employees. In my recent report, "The Customer Experience Curriculum," I write about how companies […]
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Standardize Great Customer Experience Delivery

Samuel Stern September 30, 2014
In my last report, "Standardize Great Customer Experience Delivery," I look at how companies create, share, and assess customer experience (CX) standards. Done well, CX standards prevent avoidable customer experience mistakes, ensure consistent experience delivery, and set a high bar for customer experience quality. But bad CX standards are worse than no standards at all. […]
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Find Your Partner On The Path To Customer Obsession

Samuel Stern September 8, 2014
Companies that were founded on customer obsession — like Southwest Airlines, Vanguard, and USAA — derive significant financial benefits as a result. That’s because a customer-obsessed culture helps customer experience professionals deliver high-quality, on-brand, consistent experiences that drive loyalty. Fortunately, even companies that weren’t founded on customer obsession can transform their cultures and see big […]
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How PURE Insurance Built A Customer-Obsessed Business

Samuel Stern July 23, 2014
My latest report, “Case Study: How PURE Insurance Built A Customer-Obsessed Business,” is a case study of a company using its customer-obsessed business model to stand out in the insurance industry. Since its start in 2006, PURE has grown more than 40% each year and has one of the highest Net Promoter Scores in any […]
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How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture

Samuel Stern July 7, 2014
My latest report, "How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture," is a case study of the hotel chain. The brand has been on a nearly 10-year journey to differentiate its hotels from competitors on the basis of exceptional guest experiences. It all started back in 2004. As part of the brand's 20th-anniversary celebration, […]
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