Riccardo Pasto

Senior Analyst

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The New South Wales Government Embarks On A Bold Journey To Improve Customer Experience

Riccardo Pasto September 2, 2019
The most populous Australian state is rolling out a unique CX improvement plan. The goal? Match or exceed the customer experience in the private sector.
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VIDEO

Chinese Banks Offer Great Functionality And Usability, But There’s Still Ample Room For Improvement

Riccardo Pasto July 5, 2019
Chinese banks are vying to offer consumers the best possible mobile experience. We break down what's working and where there's room for improvement.
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CX Pros, Add Rigor To How You Prioritize And Drive Business Results

Riccardo Pasto April 19, 2019
Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and differentiate with customer experience (CX). Take Australia, for example. Forrester’s Customer Experience Index (CX Index™) data shows how CX quality in Australia languished, and yet again, no brand managed to make it into the excellent category. On average, […]
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Customer Experience Trends In China, 2018

Riccardo Pasto June 8, 2018
What CX trends will affect customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. Until only a few years ago, most CX pros would have scoffed at talk of China as an innovator. But this has changed at breathtaking speed. Today, China has become so […]
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HaiDiLao Cooks The Competition With Memorable Customer Service

Riccardo Pasto May 7, 2018
How do you differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works? Learn from HaiDiLao, China’s most popular chain of hot-pot restaurants. HaiDiLao evokes positive emotions from customers with memorably crafted human interactions. The company empowers its staff to personalize experience delivery as customers or scenarios demand. Let me […]
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Physical Spaces Find A New Purpose In A Digital World

Riccardo Pasto December 29, 2016
China is set overtake the US as the largest retail market by the end of 2016, with retail sales approaching $4.9 trillion. In the Customer Experience Takes Center Stage In The Future Of Retail report, we outline the forces that are reshaping China's retail landscape and driving this massive growth. A handful of Chinese internet […]
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The China Customer Experience Index For 2016: Chinese Firms Have Upped Their CX Game

Riccardo Pasto September 9, 2016
The 2016 China Customer Experience Index report, which I co-authored with Asia Pacific CX team principal analyst Ryan Hart, went live last Thursday at Forrester’s CX Marketing Shanghai 2016 forum. The report is based on Forrester’s CX Index™ methodology, which measures how successfully a company delivers a customer experience (CX) that create and sustain loyalty — as […]
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