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Joana de Quintanilha

VP, Principal Analyst at Forrester, specializing in customer experience management. Known for her research on guerrilla CX and journey mapping.

Top 3 podcasts with Joana de Quintanilha

Ranked by the Snipd community
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12 snips
Mar 18, 2025 • 21min

396: Guerilla CX

Joana de Quintanilha, VP and Principal Analyst at Forrester, dives into the transformative power of guerrilla CX. She explains how swift and creative tactics can optimize customer journeys and drive significant change. Supporting organizations in cultivating an adaptable culture is key, especially with resource constraints. Joana also discusses the role of generative AI in revolutionizing customer experience management, particularly in simplifying complex processes. Her insights emphasize that every CX practitioner should harness these innovative strategies for lasting impact.
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5 snips
Nov 5, 2024 • 22min

379: Journey Mapping Masterclass 1: Frame The Effort

Joana de Quintanilha, a journey mapping expert at Forrester, dives into the intricacies of journey mapping. She explains how effective journey mapping acts as a change management tool, detailing a structured seven-step approach. The discussion highlights essential preparations for journey mapping workshops, including identifying key participants and crafting customer personas. Joana emphasizes the importance of thorough scoping, stakeholder involvement, and balancing qualitative with quantitative data to drive meaningful customer experience improvements.
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Mar 26, 2024 • 22min

347: How To Prioritize Customer Journeys

Maxie Schmidt and Joana de Quintanilha, both VPs and Principal Analysts at Forrester, delve into the importance of prioritizing customer journeys. They discuss practical steps for CX leaders to identify impactful journeys, the inputs needed for effective prioritization, and common pitfalls to avoid. The conversation highlights how to create a Minimum Viable Product (MVP) for journey prioritization, emphasizing stakeholder engagement and incremental approaches. Their insights aim to help organizations enhance customer experience by aligning journey efforts with strategic goals.