Joana de Quintanilha

Joana de Quintanilha, a journey mapping expert at Forrester, shares her insights into the creation of journey maps and the planning of effective workshops. She emphasizes the importance of using digital tools like Mural and Miro for hybrid settings. Key discussions include mastering customer experience storytelling, maintaining workshop momentum, and fostering engaging ideation sessions. Joana also unveils techniques for prioritizing customer experience improvements and bridging gaps between customer pain points and organizational perceptions.

Joana de Quintanilha, Forrester’s journey mapping expert, shares her insights on optimizing customer experiences. She discusses transforming journey maps from static forms into dynamic, actionable tools that drive improvements. The conversation highlights the significance of capturing short-term wins and utilizing metrics to align customer expectations. Joana also emphasizes the role of technology, showcasing how AI can enhance journey mapping through real-time data integration. This final installment reflects on the evolution of journey management and encourages ongoing engagement.

Joana de Quintanilha, Forrester’s journey mapping expert, shares her extensive knowledge on validating customer journey maps. She emphasizes the importance of direct customer engagement and a mix of quantitative and qualitative methods to gain insights. The discussion illuminates how adapting journey maps to evolving customer interactions is crucial. Joana also highlights the role of software in optimizing customer experiences and the growing accessibility of various journey mapping tools that cater to different organizational needs.