Tom Mouhsian is a principal analyst based in Singapore, serving customer experience (CX) professionals across Asia Pacific. His research mainly focuses on the role of customer experience in driving business growth and differentiation.
In addition, Mouhsian provides technical skills training and advisory on how to collaborate, design, and then wire customer experience to financial performance results, thus helping companies to prioritize their efforts and build a stronger business case for CX transformations.
Previous Work Experience
Before joining Forrester, Mouhsian headed up KPMG’s customer and growth advisory practice across ASEAN. He has delivered a number of projects recognized as global cases in CX-led business strategy and implementation.
Prior to KPMG, Mouhsian managed a boutique global consultancy that pioneered CX-based business transformations and operationalization of customer-centric business models ranging from product offerings to service delivery and digitalization. He oversaw the development and rollout of large-scale CX training and certification programs aimed at developing technical CX skills for professional services staff as well as client organizations.
Before management consulting, Mouhsian had a successful career in Washington, D.C., as an international trade professional and a legislative lobbyist working with various trade associations, corporate clients, and government bodies to promote multilateral trade across the globe.
Education
Mouhsian holds a bachelor’s degree in international relations and economics from Grand Valley State University in the US. He is a guest lecturer at Singapore Management University on the topics of fintech and innovation and is also involved in research about the effect of the digital economy on the workforce and vocational needs of the future.