Sam Stern, Forrester Research Senior Analyst serving Customer Experience Professionals How the Rise of CX Will Elevate UX Tuesday, September 9, 2014 at 6:30pm

Abstract

We have entered The Age Of The Customer, where the only sustainable competitive advantage is knowledge of and engagement with customers. The successful companies will be customer-obsessed. Corporate leaders who understand this new reality have raised customer experience to one of their top strategic priorities. These newly formed customer experience teams tend to be small, and focus more on collaboration and influence rather than performing the work of improving the customer experience. It is the intersection of their limited resources and elevated status in the organization that provides opportunities for UX teams. Companies are awakening to the power of qualitative research, the importance of design to their business, and the value of deep understanding of how customers perceive their interactions – expertise that UX teams are uniquely qualified to deliver.

Bio

Sam is a senior 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.

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.

Evening Schedule

• 6:30 – 7:00 Networking over pizza and beverages
• 7:00 – 8:30 Meeting
• 8:30 – 9:00 CHI Dessert and more networking!

Monthly Sponsors

IBM is hosting us.