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 Customer Experience Professionals

    REPORT: The Australia Banking Customer Experience Index, 2018

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

    April 11, 2019Riccardo Pasto, Zhi-Ying Barry

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banks that we analyzed as part of the Australia Customer Experience Index (CX Index™). 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 Australian Government's Customer Experience Affects Mission Outcomes

    Insights From Forrester's Customer Experience Index

    March 29, 2019Riccardo Pasto, William Willsea

    Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our Customer Experience Index (CX Index™). We also compare departments' CX performance with the private sector's and assess how well departments perform on mission-critical CX drivers. We conclude with concrete advice for government CX pros who want to improve customer experiences efficiently.

  • For Customer Experience Professionals

    REPORT: Customer Service Pitfalls: Six Missteps And How To Avoid Them

    Best Practices For Using Customer Service To Gain Competitive Differentiation

    January 22, 2019Riccardo Pasto

    Informed customer experience (CX) professionals leverage customer service to deliver memorable experiences across the three dimensions of CX quality: effectiveness, ease, and emotion. Why do so few organizations manage to use customer service to drive customer loyalty? This report presents six barriers to using customer service to create competitive differentiation and shows CX pros how to overcome them.

  • For Customer Experience Professionals

    REPORT: Now Tech: Experience Design Services In China, Q1 2019

    Forrester's Overview Of 27 Experience Design Service Providers In Greater China

    January 18, 2019Riccardo Pasto

    You can use experience design (XD) to shape customer-centric initiatives and business strategies, blur the boundaries between digital and physical, and attract and engage customers in Greater China. But to access these benefits, you'll first have to select from a diverse set of providers that vary by size, functionality, geography, and vertical market focus. Customer experience (CX) pros should use this report to understand the value they can expect from an XD service provider in Greater China and select one based on size and capabilities.

  • For Customer Experience Professionals

    REPORT: The Australia Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    December 26, 2018Riccardo Pasto, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 brands across six industries in the Australia Customer Experience Index (CX Index). We also unveil surprising data about the effect that CX has on customer loyalty and the factors that drive CX quality. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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