Karine Cardona-Smits

Senior Analyst, Customer Experience

Forrester Bio

Karine-Cardona-Smits portrait

Author Insights

Blog

No Matter How Different Your Business Is, You Are In CX

Karine Cardona-Smits February 10, 2020
When I describe what customer experience (CX) management requires to be able to transform a CX vision into reality, I often hear from my audience, “This is interesting, but we are different.” The nature of that difference is then often stated as one of the following: We are operating in B2B, not B2C; we operate […]
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Blog

Kill Customer Service Costs For Good

Karine Cardona-Smits January 27, 2020
Are you leading or managing customer service? Then you, like many of your colleagues, may be looking for ways to reduce its cost. Our data shows that digital transformation results in a rise in call volume in call centers. Adding more and more agents to handle volume is not sustainable, so companies are exploring options […]
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Blog

Innovation, Data, And UX Archeology At UX STRAT Europe 2019

Karine Cardona-Smits June 25, 2019
I am back from two days at UX STRAT 2019 — a conference that gathers an international community of design leaders and experience makers. This single-track conference offers presentations about the latest trends at the intersection of business strategy, user experience (UX), product, and service design. The three big takeaways for me this year are […]
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Blog

Your Copywriting Impacts User Experience More Than You’d Think

Karine Cardona-Smits May 3, 2019
Poor copywriting is damaging, particularly at key moments such as when errors occur.
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Blog

Attendee Journey Highs And Lows At MWC19 Barcelona

Karine Cardona-Smits March 6, 2019
I just returned from MWC19 Barcelona, for which I was a judge of the GLOMO Awards. As a Forrester analyst whose research includes service design, I paid extra attention to the attendee journey. I’d like to share the top standout elements in the event’s design, which did a nice job of considering the three phases […]
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