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Riccardo   Pasto

Riccardo Pasto

Senior Analyst Serving Customer Experience Professionals

Riccardo Pasto serves customer experience (CX) leaders. His research focuses on CX management, customer service, co-creation, and design thinking.

Previous Work Experience

Riccardo has over 10 years of experience in Asia Pacific. Prior joining Forrester, he worked with Lenovo as a customer service strategist, where he led strategic planning and market intelligence with a long-term focus on customer experience improvements. At Lenovo, he also drove global postmerger communications between the Lenovo and Motorola service teams. Before Lenovo, Riccardo worked with GCS Business Capital, where he led research activities for Chaotics, a strategic business framework for dealing with economic turbulence. 

Education

Riccardo is fluent in English, Mandarin, and Italian. In addition, Riccardo holds a dual MBA degree from Peking University and the University of Washington.

Riccardo Pasto

Senior Analyst Serving Customer Experience Professionals

Riccardo Pasto serves customer experience (CX) leaders. His research focuses on CX management, customer service, co-creation, and design thinking.

Previous Work Experience

Riccardo has over 10 years of experience in Asia Pacific. Prior joining Forrester, he worked with Lenovo as a customer service strategist, where he led strategic planning and market intelligence with a long-term focus on customer experience improvements. At Lenovo, he also drove global postmerger communications between the Lenovo and Motorola service teams. Before Lenovo, Riccardo worked with GCS Business Capital, where he led research activities for Chaotics, a strategic business framework for dealing with economic turbulence. 

Education

Riccardo is fluent in English, Mandarin, and Italian. In addition, Riccardo holds a dual MBA degree from Peking University and the University of Washington.

Riccardo Pasto's Research

Most RecentMost Popular
  • For CIO Professionals

    REPORT: Center Your COVID-19 Business Recovery Planning Around Employee Understanding

    Build Empathy And Trust To Effectively Address Employee Concerns And Challenges

    June 17, 2020 Michael Barnes, Zhi-Ying Barry, Riccardo Pasto, Jinan Budge, Sam Higgins

    With COVID-19 restrictions easing, organizations are accelerating plans to reopen facilities and reengage customers physically as well as virtually. While Australians are more confident of their safety both inside and outside of the workplace, they still have major concerns. Organizations must factor these concerns into their current and post-pandemic strategy plans, including when and how to bring employees back to work. CIOs and other execs can use this report to understand the impact that COVID-19 continues to have on employees and factor this into business recovery strategies.

  • For Customer Experience Professionals

    REPORT: Digital CX And Design Trends, 2020

    May 20, 2020 Andrew Hogan, Gina Bhawalkar, Jennifer Wise, Riccardo Pasto, Kelly Price, Joana de Quintanilha, Karine Cardona-Smits

    Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa skills. This report examines these trends and how your efforts to improve digital customer interactions must connect better with your XD process and team.

  • For CIO Professionals

    REPORT: How Australian Employees Feel About COVID-19: A PandemicEX Survey

    Understand Your Employees To Help Guide Them Through Uncertainty

    April 22, 2020 Michael Barnes, Riccardo Pasto, Zhi-Ying Barry, Jinan Budge

    In the face of the ongoing COVID-19 pandemic, business managers and leaders need to support their employees with a thoughtful, empathetic approach. Forrester's Q1 2020 Australian PandemicEX Survey lends insights into the employee experience (EX) among 274 Australian adults working part-time or full-time. CIOs and other executives should read this report to understand the impact of COVID-19 on employees and how to guide them through these historic challenges.

  • For Customer Experience Professionals

    REPORT: The Australia Banking Customer Experience Index, 2019

    How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

    April 1, 2020Riccardo Pasto

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of eight banks that we analyzed as part of the Australia CX Index in 2019. We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

    April 1, 2020Riccardo Pasto

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation firms that we analyzed as part of the Australia CX Index in 2019. Scores indicate that superannuation firms still struggle to provide satisfactory CX, resulting in low customer loyalty and harming their business success. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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