Riccardo Pasto

Senior Analyst

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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‚Äôs 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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