Karine Cardona-Smits

Senior Analyst, Forrester Research

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 portrait