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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 mainly focuses on the role of customer experience in driving business growth and differentiation. In addition, Tom provides technical skills training and advisory on how to collaborate, design, and then wire customer experience to financial performance results, thus helping companies to prioritize their efforts and build a stronger business case for CX transformations.

Previous Work Experience

Before joining Forrester, Tom headed up KPMG’s customer and growth advisory practice across ASEAN. He has delivered a number of projects recognized as global cases in CX-led business strategy and implementation. Prior to KPMG, Tom managed a boutique global consultancy that pioneered CX-based business transformations and operationalization of customer-centric business models ranging from product offerings to service delivery and digitalization. He oversaw the development and rollout of large-scale CX training and certification programs aimed at developing technical CX skills for professional services staff as well as client organizations. Before management consulting, Tom had a successful career in Washington, D.C., as an international trade professional and a legislative lobbyist working with various trade associations, corporate clients, and government bodies to promote multilateral trade across the globe.

Education

Tom holds a bachelor’s degree in international relations and economics from Grand Valley State University in the US. He is a guest lecturer at Singapore Management University on the topics of fintech and innovation and is also involved in research about the effect of the digital economy on the workforce and 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 mainly focuses on the role of customer experience in driving business growth and differentiation. In addition, Tom provides technical skills training and advisory on how to collaborate, design, and then wire customer experience to financial performance results, thus helping companies to prioritize their efforts and build a stronger business case for CX transformations.

Previous Work Experience

Before joining Forrester, Tom headed up KPMG’s customer and growth advisory practice across ASEAN. He has delivered a number of projects recognized as global cases in CX-led business strategy and implementation. Prior to KPMG, Tom managed a boutique global consultancy that pioneered CX-based business transformations and operationalization of customer-centric business models ranging from product offerings to service delivery and digitalization. He oversaw the development and rollout of large-scale CX training and certification programs aimed at developing technical CX skills for professional services staff as well as client organizations. Before management consulting, Tom had a successful career in Washington, D.C., as an international trade professional and a legislative lobbyist working with various trade associations, corporate clients, and government bodies to promote multilateral trade across the globe.

Education

Tom holds a bachelor’s degree in international relations and economics from Grand Valley State University in the US. He is a guest lecturer at Singapore Management University on the topics of fintech and innovation and is also involved in research about the effect of the digital economy on the workforce and vocational needs of the future.

Tom Mouhsian's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The Renaissance Of Branch Banking In Asia Pacific

    Let CX And EX Drive Branch Transformation

    April 27, 2020Tom Mouhsian

    Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers of branch customer experience (CX) to personal, value-adding experiences that can't be replicated online. This makes branch staffing very important, requiring strategies to recruit and retain highly qualified employees, empower them, and enable them to do their jobs well. This report shows retail banking execs and CX pros in Asia Pacific (AP) how banks are innovating in this space.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The State Of Digital Banking In Asia

    A Look At Submissions To The Digital Banker Awards For 2019 And 2020

    March 27, 2020Tom Mouhsian, Frederic Giron

    The banking landscape in Asia is rapidly evolving as new entrants and incumbents vie to win, serve, and retain ever more entitled and empowered customers. Forrester worked with The Digital Banker to analyze more than 200 submissions to The Digital Banker's innovation awards in 2019. This report shows digital banking professionals how banks in Asia are transforming their customer experience (CX) and operations to stay relevant in the face of evolving customer needs and new value propositions from their competition.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Digital Upheaval Of Life Insurance In Singapore And Hong Kong

    How To Win Over Empowered Consumers

    January 14, 2020Tom Mouhsian, Meng Liu

    Even in Singapore and Hong Kong, two of the most sophisticated life insurance markets in Asia Pacific, digitally empowered customers with heightened digital expectations are likely to switch insurance carriers in the next 12 to 24 months. This opens commercial opportunities for digital-only insurers and traditional incumbents alike — provided that they know how to address these expectations. Digital strategy leaders should read this report to gain key insights into life insurance customers and learn how to stay relevant and win, serve, and retain those customers.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Omnichannel Retail Capabilities Benchmark In Singapore

    November 18, 2019 Xiaofeng Wang, Tom Mouhsian

    Forrester's 2019 Retail Omnichannel Capabilities Assessment benchmarked six retailers in Singapore. Digital business executives at retailers can use this report to understand how their omnichannel capabilities compare with their peers and discover important best practices.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Digital Store Capabilities Benchmark In Singapore

    November 18, 2019 Xiaofeng Wang, Tom Mouhsian

    Forrester's 2019 Digital Store Capabilities Assessment benchmarked six retailers in Singapore. Digital business executives at retailers can use this report to understand how their digital store capabilities compare with their peers and what best practices to follow.

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