Han Bao 包菡

Senior Research Associate, Forrester

Han is a Senior Research Associate serves customer experience (CX) professionals. Her research focuses on CX management and transformations, digital business strategy and digital disruption in financial services, and consumer trends in China. She has extensive experience in running cross-team customer journey and ecosystem mapping workshops, and CX management analysis. She holds a bachelor’s degree in Translation and Interpretation in English from University of International Business and Economics, and a master’s degree in Public Policy from Georgetown University.

包菡是Forrester研究团队的高级研究员，主要服务于客户体验专业人士。她的研究领域侧重于客户体验管理和转型、金融行业的数字化战略以及数字颠覆、和中国市场的客户发展趋势。除此之外，她还有丰富的客户旅程及生态系统地图绘制工作坊、客户体验管理分析经验。包菡持有乔治城大学公共政策硕士学位，及对外经济贸易大学英语翻译（商务方向）学士学位。