Tom Mouhsian

Principal Analyst

Forrester Bio

Author Insights

Blog

How To Make The CFO Your Ally

Tom Mouhsian August 30, 2021
The strong connection between customers and money — and how the first leads to the second — would make CX pros and CFOs realize the value of collaboration.
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Blog

How COVID-19 Forced Wealth Managers To Become More Hybrid

Tom Mouhsian July 1, 2021
The Pandemic Signaled A Shift To Hybrid Sales And Service Models 2020 was a year of reckoning as face-to-face interactions disappeared and demand for digital engagement skyrocketed. This compelled wealth management firms to accelerate their digital transformations and upgrade their sales, service, and advisory capabilities. Over the past 12 months, the model approach has permanently […]
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Blog

Vaccines Bring Hope, But New Challenges Arise

Tom Mouhsian March 17, 2021
There are now multiple COVID-19 vaccines paving the path to an eventual recovery of social and economic activity lost to the pandemic since 2020. However, it will not be an easy path due to tremendous challenges ranging from supply chain and distribution difficulties to ethical and policy-related concerns.
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Blog

Understand Today’s Investors In Metro China, Hong Kong, And Singapore

Tom Mouhsian February 24, 2021
Why You Need A New Segmentation Approach To Understand Today’s Investors 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 optimize customer engagement models. Self-directedness is a crucial dimension that reliably predicts many investor attitudes and behaviors (see Figure […]
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Blog

Singapore’s New Digital Banks Will Change The Banking Landscape Forever … Maybe

Tom Mouhsian December 8, 2020
In a landmark announcement made on December 4, the Monetary Authority of Singapore (MAS) awarded banking licenses to four players, two of which will serve the retail banking market using a digital full bank license. Notably, both of the lucky winners — i.e., the consortium formed by Singapore Telecommunications (Singtel) and Grab Holdings Inc. (known […]
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Blog

Brands In Singapore Are Getting Better At Customer Experience

Tom Mouhsian October 5, 2020
Since 2018, Forrester has been tracking how customers rate their experience with some of the biggest brands in banking and insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings, which can be summarized as follows: Customer experience quality in financial services in Singapore has improved. The overall quality of CX […]
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Blog

The New Normal For Customer Experience: Join Our Keynote At Summit Asia Pacific

Tom Mouhsian August 10, 2020
The pandemic has introduced a tumultuous period that's shaping the future and forcing a shift in ways that business, technology, and consumer expectations develop from this point forward. We at Forrester have identified five key shifts that will take place over the next five or more years.
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Blog

COVID-19: For Airlines, It Is Time To Give Nothing Less Than Their Best

Tom Mouhsian March 30, 2020
During a crisis, humanity prevails through unity, empathy, responsibility, and leadership. Read our five strategic recommendations for airline executives to focus on during the coronavirus pandemic.
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Blog

COVID-19: Leading Airlines Display Compassion, Resilience, And Good Old Business Sense

Tom Mouhsian March 30, 2020
Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo.
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Blog

What To Expect From Predictions 2020 Singapore

Frederic Giron November 15, 2019
Forrester's leading analysts share what to expect at our 2020 Predictions event in Singapore on November 19.
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Blog

How Much Is CX Actually Worth In Profit For Telecoms?

Tom Mouhsian November 5, 2019
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
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Blog

Consumers Demand Hybrid CX

Tom Mouhsian October 30, 2019
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
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Video

Planes, Fuel, Seats, Bags, Meals, And Airline Profit — But What About CX?

Tom Mouhsian July 18, 2019
How airlines can connect the CX story to the money story.
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Blog

Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian June 19, 2019
As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.
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Blog

Banking Is Up For GRAB[s] In Singapore

Tom Mouhsian June 12, 2019
Following in Hong Kong’s footsteps, Singapore’s regulator — the Monetary Authority of Singapore (MAS) — has confirmed that it is currently studying the possibility of issuing digital-only banking licenses to organizations with a nonbank parentage, which was first reported on May 7, 2019 by various news outlets. What makes this news interesting is that it […]
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