• Ensuring post-crisis success

    The COVID-19 pandemic has exposed brands’ CX shortcomings and a lack of customer understanding. Given ongoing disruption, customer needs, wants and expectations are continually changing, also causing customers to behave in different ways. Just look at hoarding toilet paper, staple and canned food, medicinal and cleaning products.

Riccardo Pasto

  • senior analyst, Forrester
Riccardo’s research focuses on CX management, customer service, co-creation and design thinking. He has over 10 years of experience in Asia-Pacific. Prior joining Forrester, Riccardo worked with Lenovo as a customer service strategist, where he led strategic planning and market intelligence with a long-term focus on experience improvements. At Lenovo, he also drove global post-merger 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.

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