Tom   Mouhsian

Tom Mouhsian

Principal Analyst Serving Customer Experience Professionals

Tom is a principal analyst based in Singapore, serving customer experience (CX) professionals across Asia Pacific. His research focuses on the role of customer experience in driving differentiation and competitiveness amid the rapid growth of consumerism and the underlying social, mobile, and digital customer behaviors. In addition, Tom writes about disruptive business models that apply human-centered design and value co-creation to produce a winning combination of superior CX and clear business value.

Previous Work Experience

Tom brings a wealth of multidisciplinary professional expertise gained from 17 years of experience across North and South America, Europe, the Middle East, and Asia. Before joining Forrester in May 2017, Tom headed up KPMG’s digital strategy advisory for the financial sector and led KPMG’s customer and growth practice across ASEAN. Tom has delivered a number of projects recognized as global cases of CX-led business design. He also worked in the design and rollout of the firm’s customer experience certification program, which aimed to offer technical CX skills to staff and clients. Prior to KPMG, Tom was a partner and managing director at Senteo, a boutique consultancy that was one of the first in the world to focus exclusively on CX-led business transformations. Before management consulting, Tom enjoyed a successful career in Washington, D.C., as an international trade professional and a legislative lobbyist working with the US Congress.

Education

Tom holds a bachelor’s degree in international relations and economics from Grand Valley State University in the US.

He is a visiting lecturer at Singapore Management University, where he offers a lecture series on "The Internet of Things" and "FinTech Innovation." In addition, Tom is involved in academic research about the effect of the digital economy on the workforce, employment, and the vocational needs of the future.

Tom Mouhsian

Principal Analyst Serving Customer Experience Professionals

Tom is a principal analyst based in Singapore, serving customer experience (CX) professionals across Asia Pacific. His research focuses on the role of customer experience in driving differentiation and competitiveness amid the rapid growth of consumerism and the underlying social, mobile, and digital customer behaviors. In addition, Tom writes about disruptive business models that apply human-centered design and value co-creation to produce a winning combination of superior CX and clear business value.

Previous Work Experience

Tom brings a wealth of multidisciplinary professional expertise gained from 17 years of experience across North and South America, Europe, the Middle East, and Asia. Before joining Forrester in May 2017, Tom headed up KPMG’s digital strategy advisory for the financial sector and led KPMG’s customer and growth practice across ASEAN. Tom has delivered a number of projects recognized as global cases of CX-led business design. He also worked in the design and rollout of the firm’s customer experience certification program, which aimed to offer technical CX skills to staff and clients. Prior to KPMG, Tom was a partner and managing director at Senteo, a boutique consultancy that was one of the first in the world to focus exclusively on CX-led business transformations. Before management consulting, Tom enjoyed a successful career in Washington, D.C., as an international trade professional and a legislative lobbyist working with the US Congress.

Education

Tom holds a bachelor’s degree in international relations and economics from Grand Valley State University in the US.

He is a visiting lecturer at Singapore Management University, where he offers a lecture series on "The Internet of Things" and "FinTech Innovation." In addition, Tom is involved in academic research about the effect of the digital economy on the workforce, employment, and the vocational needs of the future.

Tom Mouhsian's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Create Experiences That Have The Power To Transform

    Look Beyond Customer Experience Quick Fixes In Pursuit Of Higher Value

    July 25, 2017Tom Mouhsian

    Customer expectations are rising faster than ever. But customer experience (CX) professionals still dedicate most of their effort to trying to catch up by incrementally improving the features of their products and services. While these are important, CX pros will not win the race with transactional CX improvements alone. Instead, they should devote more of their attention to fundamental customer motivations and design experiences that can generate not just momentary satisfaction, but also long-lasting loyalty.

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