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  • Digital Customer Experience
  • Joana van den Brink-Quintanilha

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  • Forum CX NYC 2019

    Change The Game: Leading Radical CX Innovation
    June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • Report Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...

  • Report Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support...

  • Report MSC Cruises Seeks To Transform The Guest Experience With Emerging Tech

    To Create The Cruise Ship Of The Future, MSC Is Blending Physical And Digital Experiences
    September 29, 2017 | Joana van den Brink-Quintanilha, Alex Causey

    MSC Cruises is investing €9 billion in building a fleet of new ships equipped with advanced new customer-facing technology and has just launched the first of them: MSC Meraviglia. We spoke with...