Tom Mouhsian
Principal Analyst
Author Insights
Blog
Brands In Singapore Are Getting Better At Customer Experience
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
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
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
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
How Much Is CX Actually Worth In Profit For Telecoms?
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
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?
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
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
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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