IRX 2020

  • Incorporating:
  • EDX

Karine Cardona-Smits

Karine Cardona-Smits

Karine Cardona-Smits

Senior Analyst, Customer Experience (CX) Research Team, Forrester

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. One of the research reports Karine is working on in January is “How to use AI in Customer Service to improve CX” where she explores how to use AI effectively to bring CX in customer service to the next level instead - reducing costs while also improving experiences.

  • There are so many innovative companies, so much variation, great content and the speakers are talking about relevant business problems.
    Stuart Eames, Retail Innovation Lead
    Waitrose & Partners
  • The most exciting thing I’ve seen at IRX this year are the new products, new plugins and tools that are now becoming available that perhaps we’d never considered before.
    Agata Styczen, Senior Online Merchandising Manager
    O2 (Telefónica UK)
  • It’s interesting to know what’s happening in the industry… There’s a friendly atmosphere, a number of keynote speakers, a number of theatres so a lot of opportunities to engage and talk to people.
    Munish Khurmi IT Delivery Manager
  • You can talk to different retailers, visitors and you can share knowledge with them. It’s worth coming to IRX.
    Muhammed Aslam, Finance Manager
    Kiddies Kingdom
  • It’s really important to be here to really understand what’s going to be our next challenge.
    Carlos Larraz, Co-Founder & CEO


Location & opening times

Hall 2
The NEC Birmingham

Wednesday 1 April 2020 | 09:30 - 17:00
Thursday 2 April 2020 | 09:30 - 16:00


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