Joana   van den Brink-Quintanilha

Joana van den Brink-Quintanilha

Principal Analyst Serving Customer Experience Professionals

Based in London, 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 CX 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 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.

Joana van den Brink-Quintanilha

Principal Analyst Serving Customer Experience Professionals

Based in London, 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 CX 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 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.

Joana van den Brink-Quintanilha's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The Forrester Tech Tide™: Experience Design, Q3 2018

    Nineteen Technologies Underpin Experience Design

    August 23, 2018 Jennifer Wise, Gina Bhawalkar, Kelly Price, Andrew Hogan, Joana van den Brink-Quintanilha, Faith Adams, Alex Causey

    Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 19 technology categories that support experience design. XD professionals should read this report to shape their firm's investment approach to these technologies.

  • For Customer Experience Professionals

    REPORT: Q&A: The Top 10 Questions At Journey Mapping Workshops

    What Attendees At Forrester Customer Journey Mapping Workshops Most Want To Know

    June 29, 2018Joana van den Brink-Quintanilha, TJ Keitt, Alex Causey

    Customer journey mapping continues to be a highly popular tool among customer experience (CX) pros. That's because journey maps help them see through their customers' eyes by visually illustrating customers' processes, needs, and perceptions throughout their relationships with a company. Over the past few years, Forrester has run hundreds of journey mapping workshops. This report outlines the answers to the top 10 questions we get asked in these sessions.

  • For Customer Experience Professionals

    REPORT: Bring Brand To Life With Customer Journeys

    Your Brand Promise Is Empty Unless Brand-Infused Customer Journeys Make It A Reality

    June 5, 2018Joana van den Brink-Quintanilha

    To differentiate, companies must create resonance between brand and customer experience (CX) at every step of customers' journeys — but often don't. The result: brand promises that remain unfulfilled — and customer journeys that are less distinctive than they could be. This document explains the six essentials for overcoming this problem so that CX pros (and their colleagues responsible for the brand) can help steer their companies in the right direction.

  • For Customer Experience Professionals

    REPORT: Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    April 19, 2018 Andrew Hogan, Jennifer Wise, Kelly Price, Joana van den Brink-Quintanilha, Alex Causey

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support CX had evolved. In this year's report, we examine how those trends are playing out. We highlight the split between companies working on basic but critical digital CX factors like image quality and form field validation and the CX pros at innovators raising the bar through initiatives like pairing up designers with algorithms and detecting emotions through interface interactions.

  • For Customer Experience Professionals

    REPORT: CX Europe 2017: Designing Breakaway Customer Experiences

    The Brightest Highlights From Forrester's CX Europe 2017 Forum In London

    March 12, 2018Joana van den Brink-Quintanilha, Alex Causey

    After each of the Forum events that Forrester produces for customer experience (CX) professionals around the world, we ask attendees which sessions and themes were the most valuable. This report provides a snapshot of the brightest highlights at our CX Europe 2017 Forum in London.

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