Joana van den Brink-Quintanilha

VP, Principal Analyst

Forrester Bio

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Measure And Predict Journey Performance: The New And Right Way

Joana van den Brink-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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Become An Adaptive Thinker: Flex Between Divergence And Convergence

Joana van den Brink-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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Join Us At CX Europe 2018 To Find Out How CX Innovators Are Stepping Up To Play A Bigger Game

Joana van den Brink-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 van den Brink-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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New Forrester Waves Assess Customer Journey Analytics Platforms

Joana van den Brink-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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UK Brands Have Upped Their CX Game

Joana van den Brink-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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Which French, German, And UK Brands Create The Most Loyalty With Their Customer Experience

Joana van den Brink-Quintanilha September 28, 2015
Don’t miss the latest in a series of reports we've published about the state of customer experience around the world. We have told you how companies in India, Australia, China,the US, and Canada perform. It’s time to shed some light on the European CX landscape, by looking at which French, German, and UK brands create the most loyalty with their […]
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Retailers And Mutual Insurers Lead In The Customer Experience Index, France 2014

Joana van den Brink-Quintanilha March 25, 2014
By now, you have probably seen the first in a series of reports we are publishing about the state of customer experience in Europe — "The Forrester Customer Experience Index, UK 2014." The second installment — "The Forrester Customer Experience Index, France 2014," paints a similar picture of how French companies are mostly disappointing their […]
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Technology And The Customer Experience

Joana van den Brink-Quintanilha November 4, 2013
I am a new senior analyst on the customer experience team, based in London, and I wanted to take this opportunity to introduce myself and share some thoughts about my first report. My areas of expertise include digital customer experience, measurement, strategy, customer understanding, and design. For my first report, I have decided to tackle […]
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