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.
CX pros use guerrilla tactics to make the most of limited resources and create memorable moments that act as a catalyst for CX transformation.
This tool guides CX leaders through making the case for improving customer journeys and includes a template to summarize that case on one page.
CJO platforms support a unified view of CX and orchestrate personalized journeys at scale that enhance CX and drive operational efficiency.
To drive customer obsession, understand and avoid mismatches between customer, executive, and employee mental models.
In our 30-criterion evaluation of customer journey orchestration providers, we identified the most significant ones and researched, analyzed, and scored them.
CX pros can use this report to understand the value they can expect from customer journey orchestration and explore potential partners.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
