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Karine   Cardona-Smits

Karine Cardona-Smits

Senior Analyst Serving Customer Experience Professionals

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

Previous Work Experience

Before joining Forrester, Karine was at MOBGEN (Accenture Interactive), initially as a user experience and interaction design architect and then as a service design lead, working 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, 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 also a Professional Scrum Product Owner and Professional Scrum Master certified by Scrum.org. Karine is fluent in French and English and speaks some conversational Dutch.

Karine Cardona-Smits

Senior Analyst Serving Customer Experience Professionals

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

Previous Work Experience

Before joining Forrester, Karine was at MOBGEN (Accenture Interactive), initially as a user experience and interaction design architect and then as a service design lead, working 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, 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 also a Professional Scrum Product Owner and Professional Scrum Master certified by Scrum.org. Karine 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 And Design Trends, 2020

    May 20, 2020 Andrew Hogan, Gina Bhawalkar, Jennifer Wise, Riccardo Pasto, Kelly Price, Joana de Quintanilha, Karine Cardona-Smits

    Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa skills. This report examines these trends and how your efforts to improve digital customer interactions must connect better with your XD process and team.

  • For Customer Experience Professionals

    REPORT: Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation

    January 24, 2020Karine Cardona-Smits

    When customer service is delivered by human employees, it boosts loyalty, enriches the firm's understanding of customer needs, and can even present cross-sell and upsell opportunities. But many companies make the mistake of treating customer service as a cost center to be contained — so they automate service as much as possible and staff their call centers with low-cost employees. This report explains how CX professionals can help their firms transform the service journeys for both customers and employees, to seize this opportunity instead.

  • For Customer Experience Professionals

    REPORT: The France Retail Customer Experience Index, 2019

    How French Retail Brands Earn Loyalty With The Quality Of Their Experience

    January 21, 2020Karine Cardona-Smits, Michelle Beeson, Luis Deya

    How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 retail brands that were analyzed as part of the France 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.

  • For Customer Experience Professionals

    REPORT: The UK Retail Customer Experience Index, 2019

    How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

    January 16, 2020Karine Cardona-Smits, Michelle Beeson, Luis Deya

    How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 retail brands that were analyzed as part of the UK 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.

  • For Customer Experience Professionals

    REPORT: The France Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience

    November 13, 2019 Joana de Quintanilha, Karine Cardona-Smits

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France 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 Karine Cardona-Smits's Research

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