Sam   Karpinski

Sam Karpinski

Researcher Serving Customer Experience Professionals

Sam is a researcher serving customer experience (CX) professionals. She supports the CX team’s research on partner experience and is also interested in employee experience, innovation and design thinking, and how social values relate to CX.

Previous Work Experience

Prior to becoming a researcher, Sam was a senior research associate on Forrester's CX research team. In that role, she contributed to research on CX measurement, CX culture, employee experience, social values and CX, and design thinking and innovation.

Education

Sam earned a BA in sociology from Oberlin College and an MA in interdisciplinary design strategies from George Brown College's Institute without Boundaries and IADT, Dublin.

Sam Karpinski

Researcher Serving Customer Experience Professionals

Sam is a researcher serving customer experience (CX) professionals. She supports the CX team’s research on partner experience and is also interested in employee experience, innovation and design thinking, and how social values relate to CX.

Previous Work Experience

Prior to becoming a researcher, Sam was a senior research associate on Forrester's CX research team. In that role, she contributed to research on CX measurement, CX culture, employee experience, social values and CX, and design thinking and innovation.

Education

Sam earned a BA in sociology from Oberlin College and an MA in interdisciplinary design strategies from George Brown College's Institute without Boundaries and IADT, Dublin.

Sam Karpinski's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: How US Companies Improved Their CX Index Scores

    February 20, 2020 Harley Manning, Sam Karpinski, William Willsea

    As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made improvements that resulted in statistically significant gains in their CX Index scores. This report explains what they did and how they knew where to focus. CX professionals can duplicate these big gainers' successful efforts by following the examples in this report.

  • For Customer Experience Professionals

    REPORT: The Canada Digital Retailers Customer Experience Index, 2019

    How Canadian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

    January 21, 2020 Harley Manning, Sam Karpinski

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed as part of the Canada CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

View all of Sam Karpinski's Research

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