Joana de Quintanilha
VP, Principal Analyst
Based in Amsterdam, Joana is a VP, principal analyst at Forrester specialising in digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Forrester’s Customer Experience Index research in Europe. Before joining Forrester, Joana was the senior customer experience manager at Elsevier, a leading provider of science and health information, where she was responsible for all aspects of customer experience including measurement, strategy, customer understanding, and design. 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.