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Sam Karpinski

Researcher

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 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 Most Recent Research

Research

The Five Essential Steps To Plan Your CX Transformation

The Strategy Report In The CX Transformation Playbook
January 25th, 2021 | Harley Manning, Sam Karpinski

Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing...

15 min read
Research

The ROI Of CX Transformation

The Business Case Report In The CX Transformation Playbook

Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits...

15 min read
Research

Your Brand's Customer Experience Depends On Partner And Customer Understanding

Best Practices For Qualitative And Quantitative Research With And About Partners
December 14th, 2020 | Angelina Gennis, Sam Karpinski

B2B2C firms looking to improve the end-customer experience must first understand the current experience — not just of the customers but of the partners...

7 min read
Research

How B2B2C Companies Can Invest In Their Partners And Boost Everyone's Bottom Lines

Enable Your Partners To Maximize Efficiency And Increase Revenue
December 14th, 2020 | Angelina Gennis, Sam Karpinski

B2B2C companies face a difficult challenge: How can they provide reliable, consistently excellent, and on-brand experiences to their end customers when...

11 min read
Research

The US Investment Firms Customer Experience Index, 2020

How US Investment Firms Earn Loyalty With The Quality Of Their Experience

Customer loyalty influences how often customers frequent a brand, how much they spend with the brand, whether or not they recommend that brand, and how...

10 min read