Skip to main content
Photo of Karine Cardona-Smits

Karine Cardona-Smits

Senior Analyst

Find Karine on:

Karine is a senior analyst focused on service design — specifically how it drives cross-team collaboration; user experience (UX) design for mobile apps or web; and customer service as a driver for customer experience (CX). Based in Amsterdam, she also covers other aspects of CX in Europe.

Previous Work Experience

Before joining Forrester, Karine was a service design lead at MOBGEN (Accenture Interactive), 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 and agencies in the Netherlands and France.

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 is a senior analyst focused on service design — specifically how it drives cross-team collaboration; user experience (UX) design for mobile apps or web; and customer service as a driver for customer experience (CX). Based in Amsterdam, she also covers other aspects of CX in Europe.

Previous Work Experience

Before joining Forrester, Karine was a service design lead at MOBGEN (Accenture Interactive), 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 and agencies in the Netherlands and France.

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 Most Recent Research

Research

Elevate Your Mobile Experience By Applying Behavioral Science To UX Design

How To Foster Feelings Of Competence, Autonomy, And Relatedness To Drive Sustained Mobile Engagement
April 21st, 2021 | Karine Cardona-Smits

Forrester Digital Experience Review™ evaluations show that too many mobile apps still fail to meet customers' expectations of a user experience (UX) that...

7 min read
Research

How AI And Automation Drive Better Customer Service Experiences

Follow Six Simple Steps To Avoid Frustrating Customers When Deploying AI And Automation In Customer Service
February 16th, 2021 | Karine Cardona-Smits , Ian Jacobs

AI and automation are in demand for companies exploring ways to reduce their call center costs. But when companies fail to take the right approach, they...

7 min read
Research

Agile And Design Teams: Better Together

Improve CX And EX With Great Collaboration Between Designers And Developers
January 21st, 2021 | Karine Cardona-Smits

Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies...

17 min read
Research

The Forrester Digital Experience Review™: Global Mobile Banking Apps Summary, 2020

Benchmarks: The Digital Banking Strategy Playbook

Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking...

8 min read
Research

Ingredients Of Great Design: Conquer Six Myths

Principles: The User Experience Playbook

Many companies striving to get better at designing experiences won't. Why? Because they fall for widespread myths about what design is, who should be involved...

15 min read

Upcoming Events

Webinar: Elevate Your Mobile Experience By Applying Behavioral Science To UX Design

June 30th, 2021
9:00 AM-9:40 AM Eastern Daylight Time

Forum: CX EMEA

September 30th, 2021 - October 1st, 2021
London & Live Virtual Experience
View all upcoming events