Analyst (Customer Experience)
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.