In our latest series of interviews, we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. This week we’re speaking to Sam Stern, the Principal Analyst serving customer experience professionals for Forrester. Hi Sam, how did you end up specializing in CX? Forrester has been covering this area for 20 years so when I joined 14 years ago I managed to familiarize myself with CX quite

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