Joana van den Brink-Quintanilha

Senior Analyst serving Customer Experience PROFESSIONALS

Based in London, Joana serves Customer Experience Professionals. Her areas of expertise include digital customer experience, measurement, strategy, customer understanding, and design.

Previous Work Experience

Before joining Forrester, Joana was the senior customer experience manager at Elsevier, a leading provider of science and health information. She was responsible for all aspects of customer experience including measurement, strategy, customer understanding, and design. She set up and managed a team of Customer Experience Professionals in charge of delivering customer insights to the business through customer journey and ecosystem mapping as well as implementing projects that drove customer satisfaction and reduced customer effort at Elsevier. Joana has a strong background in digital customer experience through her role as editor-in-chief of Elsevier's digital platform from 2008 to 2011.

Joana has also held a number of positions as a reporter covering financial services companies in the Benelux for Bloomberg, Dow Jones Newswires, and The Wall Street Journal. She has wide knowledge of the Dutch and U.K. markets.

Education

Joana holds an M.A. (Hons) in international relations and modern history from the University of St. Andrews, in Scotland. She is fluent in Dutch and Portuguese and speaks conversational Spanish and basic Italian.

Research Coverage

Joana van den Brink-Quintanilha's Research

  • For Customer Experience Professionals

    Report: The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 Fr...

    • Downloads: 105
  • For Customer Experience Professionals

    Report: Digital Customer Experience Trends, 2014

    In 2013, the number and variety of digital touchpoints blossomed, and a new breed of digital innovators rushed forward, blending online and offline experiences. In parallel, privacy concerns res...

    • Downloads: 1011
    • Rating:
  • For Customer Experience Professionals

    Report: How To Solve The CX Technology Puzzle

    Customer experience professionals face a myriad of technology choices as vendors jump on the CX bandwagon. But you can't buy CX in a box. To succeed, firms must guide technology decision-making ...

    • Downloads: 317
  • For Customer Experience Professionals

    Report: Key Takeaways From Forrester's 2013 Customer Experience Forum EMEA: Know Thy Customer

    At Forrester's Forum For Customer Experience Professionals EMEA, speakers presented best practices and case studies detailing how to boost customer experience (CX) to the next level. While they ...

    • Downloads: 257
  • For Customer Experience Professionals

    Report: Digital Customer Experience Trends, 2014

    In 2013, the number and variety of digital touchpoints blossomed, and a new breed of digital innovators rushed forward, blending online and offline experiences. In parallel, privacy concerns res...

    • Downloads: 1011
    • Rating:
  • For Customer Experience Professionals

    Report: How To Solve The CX Technology Puzzle

    Customer experience professionals face a myriad of technology choices as vendors jump on the CX bandwagon. But you can't buy CX in a box. To succeed, firms must guide technology decision-making ...

    • Downloads: 317
  • For Customer Experience Professionals

    Report: Key Takeaways From Forrester's 2013 Customer Experience Forum EMEA: Know Thy Customer

    At Forrester's Forum For Customer Experience Professionals EMEA, speakers presented best practices and case studies detailing how to boost customer experience (CX) to the next level. While they ...

    • Downloads: 257
  • For Customer Experience Professionals

    Report: The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 Fr...

    • Downloads: 105

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