Tom MouhsianPrincipal Analyst For Customer Experience, APAC at Forrester
Tom is a principal analyst based in Singapore, serving customer experience (CX) professionals across Asia Pacific. His research focuses on how customer experience helps to drive business growth and differentiation. Besides research, Tom is actively advising clients in a variety of industry sectors about how to develop technical skills and capabilities in order to tie CX and EX to concrete financial performance. He is among the leading contributors in creating Forrester’s CX certification program and related digital solutions. Prior to Forrester, Tom has worked in senior strategy advisory and management roles, specializing in turn-key business transformations involving experience design, products, customer service, operations, distribution channels, workforce and governance.