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: Now Tech: Journey Management, Q4 2018

    Forrester's Overview Of 23 Journey Management Providers

    November 14, 2018Joana van den Brink-Quintanilha, Alex Causey

    You can use journey management tools to digitize journey maps at scale, take a data-driven approach to creating a common vision for key journeys, and automate and scale journeys by orchestrating them in real time. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus. Customer experience (CX) professionals should use this report to understand the value they can expect from a journey management provider and select one based on size and functionality.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Journey Orchestration Platforms, Q4 2018

    The Eight Providers That Matter Most And How They Stack Up

    November 14, 2018Joana van den Brink-Quintanilha, Alex Causey

    Forrester evaluated two overlapping but different categories within journey analytics: journey visioning and journey orchestration. In this 28-criteria evaluation of journey orchestration platform providers, we identified the eight most significant ones — ClickFox, inQuba, Kitewheel, NICE, Pointillist, Teradata, Thunderhead, and Usermind — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals make the right choice.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Journey Visioning Platforms, Q4 2018

    The 12 Providers That Matter Most And How They Stack Up

    November 14, 2018Joana van den Brink-Quintanilha, Alex Causey

    Forrester evaluated two overlapping but different categories within journey analytics: journey visioning and journey orchestration. In this 26-criteria evaluation of journey visioning platform providers, we identified the 12 most significant ones — ClickFox, IBM, inQuba, Kitewheel, NICE, Pointillist, SuiteCX, TandemSeven, Teradata, Thunderhead, Touchpoint Dashboard, and Usermind — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals make the right choice.

  • For Customer Experience Professionals

    REPORT: Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX

    October 2, 2018Joana van den Brink-Quintanilha

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and "jobs to be done" frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent and divergent. This report lays out how CX professionals can overcome this problem.

  • 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.

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