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: 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.

  • For Customer Experience Professionals

    REPORT: Case Study: JD.com Delivers Superior CX With Digital Supply Chain And In-House Logistics

    How China's Largest Retailer Wins By Infusing Operations With Emerging Tech

    November 12, 2018Riccardo Pasto, Danny Mu

    JD.com, the largest retailer in China, sees investments in logistics and supply chain as key enablers of sustainable customer experience (CX) differentiation in a highly competitive market. This report details how retailers and consumer goods companies can improve operational efficiencies and deliver superior CX by applying emerging technologies to both front-end and back-end operations.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: China Mobile Apps, Q2 2018

    China Merchants Bank Leads With Robust, Easy-To-Use Features

    June 28, 2018Riccardo Pasto

    Mobile apps are the primary way that consumers in metro China pay bills, transfer funds, and manage their finances, so Chinese banks have to design, build, and deliver mobile experiences that both help customers achieve their objectives and differentiate the bank's brand. To see how helpful banking apps are to customers, we evaluated the apps of six Chinese banks. This Industry Wave lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

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