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Riccardo Pasto

Senior Analyst

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Riccardo 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 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 Most Recent Research

Research

Forrester Infographic: Brand Communication And Action Drive Trust For Australian Auto Insurers

June 18th, 2021 | Amit Bhatia , Riccardo Pasto

Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial services firms into the spotlight...

1 min read
Research

Forrester Infographic: Brand Communication And Action Drive Trust For Australian Banks

May 24th, 2021 | Amit Bhatia , Riccardo Pasto

Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial institutions into the spotlight. Like...

1 min read
Research

Build A Values Strategy Now To Create Long-Term Sustainable Growth

COVID-19 Changed The Spending Behaviors Of Australian Consumers
April 13th, 2021 | Riccardo Pasto

Australian consumers are embracing brands that align with their own personal values and beliefs. Disruptive events like bushfires and the COVID-19 pandemic...

8 min read
Research

How Australian Financial Services Firms Won Or Improved At CX In 2020

Long-Term Efforts To Establish Solid CX Foundations Are Paying Off
February 18th, 2021 | Riccardo Pasto

The 2020 Australian banking and superannuation Customer Experience Index (CX Index™) results shook up the rankings among financial services firms, as one...

8 min read
Research

The Forrester Digital Experience Review™: Global Mobile Banking Apps Summary, 2020

Benchmarks: The Digital Banking Strategy Playbook

Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking...

8 min read