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Joana   de Quintanilha

Joana de Quintanilha

VP, Principal Analyst Serving Customer Experience Professionals

Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe.

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 UK markets.

Education

Joana holds an MA (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.

Joana de Quintanilha

VP, Principal Analyst Serving Customer Experience Professionals

Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe.

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 UK markets.

Education

Joana holds an MA (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.

Joana de Quintanilha's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: So You've Journey Mapped. Now What?

    Three Ways To Use A Completed Journey Map As A Transformation Tool

    July 6, 2020 Sam Karpinski, Joana de Quintanilha

    Journey maps can be incredibly effective tools for driving a customer experience (CX) transformation, yet many CX professionals struggle with using them to create change. This report outlines some steps that CX professionals can take after journey mapping that will breathe new life into an existing journey map.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Journey Orchestration Platforms, Q2 2020

    The 11 Providers That Matter Most And How They Stack Up

    June 15, 2020Joana de Quintanilha

    In our 28-criterion evaluation of journey orchestration providers, we identified the 11 most significant ones — Alterian, BryterCX, Coveo, Engage Hub, inQuba, Kitewheel, NICE, Pointillist, Roojoom, Thunderhead, and Usermind — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals select the right one for their needs.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Journey Mapping Platforms, Q2 2020

    The Eight Providers That Matter Most And How They Stack Up

    June 15, 2020Joana de Quintanilha

    In our 26-criterion evaluation of journey mapping providers, we identified the eight most significant ones — CustomersFirst Now, cx/omni, Decooda International, More than Metrics, MURAL, Strativity Group, SuiteCX, and UXPressia — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals select the right one for their needs.

  • For Customer Experience Professionals

    REPORT: Journey Centricity: Learn From The Leaders

    How To Get The Balance Right Between Your Firm's Operational Levers For Transformation

    June 1, 2020Joana de Quintanilha

    Customer-obsessed leaders across industries are transforming their firms toward journey centricity. Why? Because journeys are their customers' lived realities, which are rarely the same as the company's imagined business processes. But we've seen many firms get the balance wrong between the operational levers that are key to this transformation, so we interviewed customer experience (CX) leaders at firms that are well on their way. Based on their insights, this report explains how to get the balance right as you transform toward journey centricity.

  • For Customer Experience Professionals

    REPORT: Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

    May 26, 2020Joana de Quintanilha, Victoria McRitchie

    Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or falling short. This report explains the origins of expectations, their effects, and how to manage them, so that CX pros can steer their companies toward exceeding their customers' expectations for CX excellence.

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