Joana de Quintanilha

VP, Principal Analyst

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Europe Predictions 2022: Customer Experience

Joana de Quintanilha October 26, 2021
In 2022, brands will look to customer experience teams to help them navigate their way through the pandemic. Find out more.
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Blog

Prévisions 2022 : Expérience Client

Joana de Quintanilha October 26, 2021
En 2022, les marques se tourneront vers leurs équipes Expérience Client (CX) pour mieux naviguer dans le sillage tourmenté de la pandémie, s'adapter à la « nouvelle normalité » et gérer les attentes et les émotions des clients autour d'enjeux aussi variés que l'accélération et la saturation numériques, le développement durable et la confidentialité. 
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Blog

Prognosen 2022: Customer Experience

Joana de Quintanilha October 26, 2021
2022 werden Unternehmen auf ihre Customer Experience (CX)-Teams angewiesen sein, um einen Weg durch die Pandemie zu finden und sich auf eine „neue Normalität“ einzustellen.
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Vragen en antwoorden rond hoe journey maps te gebruiken zijn als een tool voor verandermanagement

Joana de Quintanilha September 28, 2021
CX Professionals moeten customer journey maps gebruiken als een tool voor verandermanagement om medewerkers, die interacties ondersteunen of direct contact hebben met klanten, te helpen de klantervaring te verbeteren.
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Transformez Les Cartes De Parcours Client En Un Outil De Gestion Du Changement

Joana de Quintanilha September 27, 2021
Les professionnels de l'expérience client (CX) doivent utiliser les cartes de parcours comme un outil de gestion de changement pour amener les employés à offrir des expériences centrées sur le client.
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Harness Friction In Customer Journeys To Drive Emotional Engagement

Joana de Quintanilha September 8, 2021
Companies that prioritise frictionless experiences above all else risk alienating customers and miss out on opportunities. Read this post to learn more.
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Journey Mapping Q&A: How To Use Journey Maps As A Change Management Tool

Joana de Quintanilha August 24, 2021
CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.
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Blog

Build A Culture Of Emotionally Intelligent Employees To Boost Mental Health

Joana de Quintanilha May 10, 2021
Many companies get emotion wrong … Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions — they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just […]
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Comment Établir Et Développer Votre Fonction Expérience Client

Joana de Quintanilha February 26, 2021
Le principal obstacle à une transformation réussie de l’expérience client est le manque de coopération au sein des entreprises. Établissez et développez votre fonction CX dès maintenant !
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Blog

How To Establish And Grow Your Customer Experience Function In EMEA

Joana de Quintanilha February 26, 2021
The main barrier to successful customer experience transformation is the lack of cooperation across organisations. Establish and grow the CX function now!
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Blog

We Need To Shift How We Think About Emotion And Journeys

Joana de Quintanilha February 17, 2021
Emotion Is The Key To Benchmarking Journeys We know customer journeys matter. We know emotion matters. It’s time to bring these two together and use journeys to design for the full scope of emotion. To know what good looks like — and to benchmark customer journeys — we need to understand how to design for […]
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Segment And Benchmark Your Journeys To Drive Emotional Engagement

Joana de Quintanilha October 22, 2020
We know customer journeys matter. We know emotion matters. But do we know what “good” looks like when it comes to customer journeys? Do we know how to design for emotion? Well, the two are inextricably linked. To know what good looks like — and how to benchmark journeys — we need to understand the […]
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Blog

Europe Predictions 2021: Digital Leaders Widen The Customer Experience Maturity Gap

Joana de Quintanilha October 15, 2020
In 2020, for the first time in more than five years, we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (CX Index™), which measures how successfully a company delivers customer experiences that create and sustain loyalty. But even as these digital leaders begin to pull away, the mainstream banks […]
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Blog

Measure And Predict Journey Performance: The New And Right Way

Joana de Quintanilha August 29, 2019
You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it . . . deliver value to customers? . . . meet short-term and long-term organizational goals? . . . help improve employee experience? . . . shine in make-or-break moments? . . […]
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Measure And Predict Journey Performance: The New And Right Way

Maxie Schmidt August 29, 2019
You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it . . . deliver value to customers? . . . meet short-term and long-term organizational goals? . . . help improve employee experience? . . . shine in make-or-break moments? . . […]
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Blog

Become An Adaptive Thinker: Flex Between Divergence And Convergence

Joana de Quintanilha August 22, 2019
Every business runs on thinking, mostly in two modes: divergent and convergent. I’ve been researching this, and I just published my findings in a new report to help individuals, teams, and organizations tap both modes. Divergent thinking helps you create — generating many alternatives. Convergent thinking helps you decide — choosing among alternatives. The two […]
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Blog

Join Us At CX Europe 2018 To Find Out How CX Innovators Are Stepping Up To Play A Bigger Game

Joana de Quintanilha November 5, 2018
CX Europe 2018 is just eight days from now — Tuesday and Wednesday, November 13–14 at the Royal Lancaster next to Hyde Park in London — and this year we are exploring how companies are resetting, realigning, and reinventing themselves to make CX the engine for growth. To set the scene, as this year’s Forum host, I […]
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Join Us At Forrester's Annual CX Europe Forum November 13–14

Joana de Quintanilha August 29, 2018
Back in 2012, I attended Forrester’s CX Europe event for the first time — at the time, as a Forrester client. This November, six years later, I’m delighted that I’ll be hosting the event. Personally and professionally, hosting CX Europe 2018 falls under the category of BHAG (Big Hairy Audacious Goal). I can’t begin to tell you how excited […]
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Blog

New Forrester Waves Assess Customer Journey Analytics Platforms

Joana de Quintanilha September 18, 2017
Why is journey analytics such a hot topic? Because it can help firms move the needle on customer obsession. That’s why after months of research — including in-depth briefings, demos, and customer references — we’re excited to announce the release of not one but two Forrester Wave’s focused on customer journey analytics platforms! Customer journey […]
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Blog

UK Brands Have Upped Their CX Game

Joana de Quintanilha November 2, 2016
We’re pleased to announce that this year’s UK Customer Experience Index report is now live! The report is based on Forrester's Customer Experience Index (CX Index™) methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers.   Overall, it’s been a good year for UK brands, with the percentage of […]
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