More firms across industries are taking a journey-centric approach to deliver a seamless customer experience. They want to understand the holistic view of the customer and at what points friction is occurring along the journey as well as their emotional highs and lows. Doing this requires pulling six operational levers — technology, structure, culture, talent, metrics, and processes — and many companies are overemphasizing some levers while neglecting others.
In this on-demand webinar, our guest speaker Joana van den Brink-Quintanilha, a Principal Analyst at Forrester Research discusses:
- Key pitfalls of journey centricity and how to overcome them
- How to maintain balance among the operational levers
- How to measure effective journey centricity
Joana van den Brink-Quintanilha
Principal Analyst Serving Customer Experience Professionals, Forrester Research
Joana van den Brink-Quintanilha is based in London and her areas of expertise include digital customer experience, tools like journey mapping and Agile methods. Joana also focuses on brand and leads CX Index research in Europe. Before joining Forrester, Joana was the senior customer experience manager at Elsevier, a leading provider of science and health information. She was responsible for all aspects of customer experience including measurement, strategy, customer understanding, and design. She set up and managed a team of Customer Experience Professionals in charge of delivering customer insights to the business through customer journey and ecosystem mapping as well as implementing projects that drove customer satisfaction and reduced customer effort at Elsevier. Joana has a strong background in digital customer experience through her role as editor-in-chief of Elsevier’s digital platform from 2008 to 2011. 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. She has wide knowledge of the Dutch and U.K. markets.