Karine   Cardona-Smits

Karine Cardona-Smits

Senior Analyst Serving Customer Experience Professionals

Karine Cardona-Smits is a senior analyst on Forrester’s customer experience (CX) research team. She is based in Amsterdam. Karine’s research focuses primarily on service design and customer service. She also covers other aspects of customer experience, particularly in Europe.

Previous Work Experience

Before joining Forrester, Karine was at MOBGEN (Accenture Interactive) initially as a user experience and interaction design architect, then as service design lead. She worked with clients in a variety of industries, including finance, insurance, energy, automotive, retail, and travel. Prior to that, she held senior roles in UX design and UX strategy at several firms, including Orange S.A., where she helped design Orange’s products for mobile, desktop, and TV platforms in Europe; digital agency Pocket Prod, based in Paris; and mobile app analytics and engagement platform Capptain (acquired by Microsoft), also based in Paris.

Education

Karine holds degrees in psychology from Université Paris Nanterre (Maîtrise) and Université Paris V René Descartes (DESS), as well as a degree in digital engineering management from Gobelins, L'École de L'Image (Masters 2). She is fluent in French and English and speaks some conversational Dutch.

Karine Cardona-Smits

Senior Analyst Serving Customer Experience Professionals

Karine Cardona-Smits is a senior analyst on Forrester’s customer experience (CX) research team. She is based in Amsterdam. Karine’s research focuses primarily on service design and customer service. She also covers other aspects of customer experience, particularly in Europe.

Previous Work Experience

Before joining Forrester, Karine was at MOBGEN (Accenture Interactive) initially as a user experience and interaction design architect, then as service design lead. She worked with clients in a variety of industries, including finance, insurance, energy, automotive, retail, and travel. Prior to that, she held senior roles in UX design and UX strategy at several firms, including Orange S.A., where she helped design Orange’s products for mobile, desktop, and TV platforms in Europe; digital agency Pocket Prod, based in Paris; and mobile app analytics and engagement platform Capptain (acquired by Microsoft), also based in Paris.

Education

Karine holds degrees in psychology from Université Paris Nanterre (Maîtrise) and Université Paris V René Descartes (DESS), as well as a degree in digital engineering management from Gobelins, L'École de L'Image (Masters 2). She is fluent in French and English and speaks some conversational Dutch.

Karine Cardona-Smits's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    April 22, 2019 Andrew Hogan, Gina Bhawalkar, Kelly Price, Jennifer Wise, Joana van den Brink-Quintanilha, Karine Cardona-Smits

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. This report outlines nine trends illustrating this 2019 shift that companies seeking to improve their customers' experiences must know — and get ahead of.

  • For Customer Experience Professionals

    REPORT: What's New In Service Design And What It Means For CX Pros

    Highlights From The 2018 Global Service Design Conference With Forrester's Analysis

    February 13, 2019Karine Cardona-Smits

    What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we spotted four major trends. This report lays them out with Forrester's analysis of what each one means for improving experiences.

  • For Customer Experience Professionals

    REPORT: Service Design Improves CX By Bridging Silos

    Companies With Fragmented CX Efforts Can Do Better By Learning The Service Design Approach

    January 11, 2019Karine Cardona-Smits

    Brands are investing in customer experience (CX) but still struggle to meet expectations. Why? It's often because of missteps in the way they adopt UX practices and innovate. CX and UX professionals can do better by correctly applying an approach that effectively factors in the complexity of the ecosystem at play in end-to-end customer journeys: service design. This report lays out four best practices for getting service design right, so that those CX investments result in tangible and significant improvements in CX.

View all of Karine Cardona-Smits's Research

Clients Who Work With Karine Cardona-Smits Also Work With:

View all related analysts