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 Germany Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 13, 2017Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across three industries in the Germany Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The Customer-Journey-Centric Firm

    How Leading Organizations Are Transforming Toward Journey Centricity

    November 13, 2017Joana van den Brink-Quintanilha

    Firms aspire to the benefits of a customer journey focus but struggle to achieve them because of obstacles in four realms: approach, ownership, tools, and culture. Some companies, though, have found a path to journey centricity and are shifting the focus from channels and individual touchpoints to the flow of journeys across touchpoints, silos, policies, and procedures. This report lays out the way for CX pros to determine: 1) how critical journey centricity is to your business; 2) how hard it will be to make the shift; and 3) what steps to take to successfully achieve journey centricity.

  • For Customer Experience Professionals

    REPORT: The France Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 13, 2017Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The UK Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 13, 2017Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

    November 8, 2017 Ryan Hart, TJ Keitt, Joana van den Brink-Quintanilha, Samuel Stern, Jennifer Wise

    CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in companies has dropped precipitously; customers say the way to build their trust is to listen to them more, offer higher-quality products and services, and treat employees better. Misleading and false statements amplified by internet technologies further damage trust. This report examines this trust crisis and predicts how smart companies will respond in 2018.

View all of Joana van den Brink-Quintanilha's Research

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