Tom Mouhsian

3 weeks ago | forrester.com | Tom Mouhsian

Digital leaders in government share a common task: transforming the way the government serves the public using technology. Despite how simple that sounds, the task is quite complex and requires keen understanding of many elements that influence how governments make decisions and operate. That’s why we studied examples of digital public services around the world, at different jurisdictional levels, and across various mandates (e.g. public health, education, transport).

Aug 28, 2024 | forrester.com | Meng Liu |Tom Mouhsian |Sandy Carielli

Much has changed since I last analyzed the fraud management landscape in Asia Pacific (APAC) back in 2022. The persistence of the digital era has transformed digital businesses, making fraud attacks ever-present. In fact, APAC is suffering more than most regions, with fraud attacks rate being above the global average.

Aug 22, 2024 | forrester.com | Audrey Chee-Read |Nikhil Lai |Tom Mouhsian

Personas are a seemingly foundational and simple tool, yet deceptively challenging. At Forrester, we’ve fielded numerous client requests to better understand how to create, evolve, and operationalize personas. And we’ve seen a range of success with personas: from companies who have created best-in-class, well-adopted  personas to personas that are left on a shelf or lead to misguided decision making. By and large, personas have not changed much over the years.

Aug 20, 2024 | forrester.com | Jerry Zhao |Peter Ostrow |Tom Mouhsian

Does “Revenue Operations” seem like someone else’s responsibility? Think again! Marketing Ops, Sales Ops, and Customer Success Ops are integral components of a B2B organization’s revenue operations. Traditionally, these teams have developed their capabilities to support their specific domain. However, in today’s challenging economic landscape, just supporting your own team is no longer sufficient for the organization to achieve sustainable and predictable revenue growth.

Aug 19, 2024 | forrester.com | Tom Mouhsian |Dipanjan Chatterjee |Christina McAllister

Singapore’s FSI Customers Rate Their Experiences As Just “OK” In 2024 Forrester has been evaluating the quality of customer experience at leading financial service providers in Singapore since 2018. This year we’ve expanded the coverage of our Customer Experience Index (CX Index™) beyond retail banking and auto and home insurance to include retail investment service providers for the first time.