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Joana de Quintanilha

VP, Principal Analyst

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.

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 Most Recent Research

Research

Embed Customer Insights Into The Business

June 2nd, 2021 | Joana de Quintanilha

The future of your business depends on your customers wanting to do business with you, now and in the future. To drive customer-centric action, customer...

5 min read
Research

Journey-Centricity: A Strong Foundation For Structure

May 5th, 2021 | Joana de Quintanilha

Companies can't become customer-obsessed without becoming customer-journey-centric, because journeys -- not products, channels, or business processes -...

9 min read
Research

A European Perspective On The Future Of Work For 2021

Use Employee Experience To Navigate The Ongoing Pandemic Crisis

European business leaders' hopes of a return to normal in 2021 are slowly fading away. Vaccines will roll out at different speeds across Europe, forcing...

12 min read
Research

European Leaders Must Focus On Five Priorities In 2021

Leaders Must Master Hybrid Customer And Employee Experiences As Europe Rolls Out The COVID-19 Vaccine

Against a backdrop of economic uncertainty, social unrest, and changing market dynamics, vaccines promise to move us into a future without COVID-19. But...

11 min read
Research

The EX Transformation Workhorse: Employee Journey Mapping

Roadmap: The Employee Experience Playbook

Your understanding of the employee experience (EX) at your firm will remain hazy as long as you rely on annual snapshots of employee engagement. Why? Because...

19 min read