A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses of her current work at Forrester.  Joana’s latest research ‘Harness friction in customer journeys to … Continue reading Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha