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Tom Mouhsian

Principal Analyst

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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 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 Most Recent Research

Research

Vaccines Will Not Accelerate Travel Unless There Is Order And Collaboration

The Victory Over COVID-19 Will Remain Elusive As Long As We Don't Have Order
March 16th, 2021 | Tom Mouhsian

2020 has passed, and the world is preparing to shift to the pandemic eradication phase in the new but unstable normal. The good news is that 2021 provides...

6 min read
Research

Forrester Infographic: Understanding Today's Hong Kong Investors

February 11th, 2021 | Tom Mouhsian , Vijay Raghavan

Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or...

1 min read
Research

Forrester Infographic: Understanding Today's Singaporean Investors

December 29th, 2020 | Tom Mouhsian , Vijay Raghavan

Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or...

1 min read
Research

Singapore Banking Customers Prefer Hybrid Experiences

Delight Customers With The Best Of Both Worlds: Digital And Physical
December 18th, 2020 | Tom Mouhsian

Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer...

6 min read
Research

The State Of Digital Engagement In Life Insurance In Indonesia

December 17th, 2020 | Tom Mouhsian

Indonesia has some of the most digitally empowered customers in the world. They have high expectations of how brands, including life insurance providers...

1 min read