Riccardo Pasto

Senior Analyst serving Customer Experience PROFESSIONALS

Riccardo Pasto is a senior analyst based in Beijing, serving customer experience leaders in the greater China market. His research focuses on customer experience management, customer service and support, service design thinking, and localization strategies.

Previous Work Experience

Riccardo has over eight years of experience in Italy and China, working as an analyst and strategist in local SMBs, boutique advisory firms, and multinationals. Prior to joining Forrester, he worked for more than two years at 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 post-merger communications between the Lenovo and Motorola service teams. Before Lenovo, Riccardo worked for more than three years at GCS Business Capital, where he led research activities for Chaotics, a strategic business framework for dealing with economic turbulence.

 

Education

Riccardo studied economics and business administration at Ca’ Foscari University of Venice. In addition, he holds a dual MBA degree from Peking University and the University of Washington. Riccardo has lived in the UK, China, and the US and is fluent in English, Mandarin, and Italian.

Riccardo Pasto's Research

  • For Customer Experience Professionals

    Report: Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

    To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their...

  • For Customer Experience Professionals

    Report: Elevate Your Customer Experience With End-To-End Customer Service

    Customer service is an essential business function and a cornerstone of any company's customer experience (CX) strategy. Successful companies understand that great service is good for business. ...

  • For Customer Experience Professionals

    Report: Customer Experience Takes Center Stage In The Future Of Retail

    Mobile commerce and online-to-offline (O2O) strategies are driving consumer spending and making China the new frontier of innovative retail strategies. Instead of wiping out brick-and-mortar ret...

  • For Customer Experience Professionals

    Report: Brief: The Demise Of The Chinese Group Tour

    Over the past 15 years, China's outbound tourism has changed dramatically and grown to become the largest in the world. Chinese travelers are now younger, more confident, and have higher expecta...

  • For Customer Experience Professionals

    Report: The China Customer Experience Index, 2016

    The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index meth...

  • For Customer Experience Professionals

    Report: Customer Experience Takes Center Stage In The Future Of Retail

    Mobile commerce and online-to-offline (O2O) strategies are driving consumer spending and making China the new frontier of innovative retail strategies. Instead of wiping out brick-and-mortar ret...

  • For Customer Experience Professionals

    Report: Chinese Banks Must Embrace Customer Experience To Achieve Sustainable Growth

    To achieve sustainable business growth in an increasingly competitive market, Chinese banks can no longer rely on commoditized products and services. Innovative banks that create value for their...

  • For Customer Experience Professionals

    Report: Elevate Your Customer Experience With End-To-End Customer Service

    Customer service is an essential business function and a cornerstone of any company's customer experience (CX) strategy. Successful companies understand that great service is good for business. ...

  • For Customer Experience Professionals

    Report: The China Customer Experience Index, 2016

    The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index meth...

  • For Customer Experience Professionals

    Report: Brief: The Demise Of The Chinese Group Tour

    Over the past 15 years, China's outbound tourism has changed dramatically and grown to become the largest in the world. Chinese travelers are now younger, more confident, and have higher expecta...

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