Riccardo Pasto is a principal analyst serving customer experience (CX) leaders globally. He is a CX expert with more than 15 years of research and consulting experience spanning Australia, China, and Southeast Asia, helping organizations accelerate CX transformation and drive measurable business impact.

Riccardo’s research focuses on jump-starting and sustaining CX transformations; measuring CX and linking it to drivers of customer loyalty; customer complaints management; embedding customer insights into decision‑making processes; and elevating CX within government and the public sector. Riccardo is a skilled advisor and facilitator known for inspiring, motivating, and transforming senior business leaders across cultures and industries. He works closely with executive teams to build alignment, diagnose CX capability gaps, and embed customer‑focused practices that create sustainable change.