Karine Cardona-Smits

Senior Analyst, Customer Experience

Forrester Bio

Karine-Cardona-Smits portrait

Author Insights

Blog

Still Considering Mobile Experience As A Reduced Web Experience? Wake Up!

Karine Cardona-Smits August 24, 2020
As we're reviewing mobile banking apps for our upcoming European Digital Experience Review™ research, there's a noticeable gap between leaders and laggards on both user experience and functionalities offered in-app. The main reason that keeps laggards behind resides in their mobile experience strategy — or, rather, the lack of it.
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Blog

Apple Takes An Inspiring Stand On UX, Privacy, And Diversity At WWDC 2020

Karine Cardona-Smits June 24, 2020
Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference (WWDC) 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles. UX Is All About Use In Context […]
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Blog

Service Design: Five Principles To Improve CX, EX, And Business

Karine Cardona-Smits March 11, 2020
Every customer journey, as simple as it looks, happens in a more and more complex ecosystem. Think about your last online purchase: You interacted with an online store, on your computer or your mobile, and got your order delivered at home as planned. Simple? Well . . . on the front stage, yes. But if […]
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Blog

Strategic Design Is Finally Recognized In Agile Frameworks

Karine Cardona-Smits February 28, 2020
Designers joining Agile teams often complain about feeling like misfits. The importance of good design is mentioned in Agile principles, but designers are nowhere in the picture. The only individuals that Agile principles mention are business people and developers. How do you fit in, then, when you are a user experience, customer experience, service, or […]
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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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