Tom Mouhsian

Las Vegas, Singapore

Principal Analyst at Forrester Research

Partner and Managing Director (Eastern & Central Europe)

Featured in: Favicon

forrester.com

Articles

Navigating The Digital Consumer Landscape: Forrester’s New Research Reveals Where, How, And To What Extent Australians Engage Digitally

1 week ago | forrester.com | Tom Mouhsian

In 2024, the digital behavior of Australian consumers is more dynamic and multifaceted than ever. My latest reports—The Digital Moments Map and The Digital Connections Tracker for Australia —offer a compelling look into how Australians engage with digital experiences across tasks, interaction modes, channels, and devices.
The Public's Trust Is the Cornerstone Of Success For Singapore’s Government

1 week ago | forrester.com | Tom Mouhsian

Trust is the currency of effective governance. In Singapore, where public institutions are known for their efficiency and integrity, maintaining high levels of trust is not just a legacy, it’s a strategic imperative. My recently published report “The Government Trust Imperative in Singapore, 2024” explores how trust shapes the public’s perceptions about the government here and leads to mission-critical behaviors.
Government Organizations: Link Your Digital Metrics To Customer-Led Mission Outcomes

2 months 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).
What's New In 2024?

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.
It's Time To Evolve Your Approach

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.
Why Revenue Operations (RevOps) Should Be on Your Radar

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.
The Singapore CX Index Rankings, 2024

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.
Modernize Your Cloud Governance To Match Today’s Cloud Strategy

Apr 17, 2024 | forrester.com | Tracy Woo |Tom Mouhsian |Manuel Geitz

Your cloud usage continues to grow. The types of workloads you’re migrating are trending increasingly mission critical. Your cloud governance must match this new reality. For this reason, along with new and developing industry regulations, growing sovereignty requirements, and a plethora of breaches/vulnerabilities, companies are revisiting or standing up governance programs that have not existed in long-standing cloud programs. The motivation for cloud governance is obvious.
Introducing The Forrester Wave™: Workday Services, Q2 2024

Apr 17, 2024 | forrester.com | Akshara Naik Lopez |Tracy Woo |Tom Mouhsian

We recently completed the latest edition of the Workday Services evaluative research under The Forrester Wave™: Workday Services, Q2 2024. The last edition of this Wave was published in 2021 and a lot has changed in the last 3 years.
DBS Bank’s Billion Dollar AI Dream

Apr 17, 2024 | forrester.com | Tom Mouhsian |Manuel Geitz |Rowan Curran

Financial services firms are at various stages of defining their vision for AI and what value AI can bring to their organization. In reality, most firms are still far from realizing significant commercial value from their AI investments. Singapore-based DBS Bank stands as a role model for these firms. After several years of strategic investment and hard work to develop deep data and AI capabilities, the bank is now harvesting the fruits of that labor.