Principal Analyst, Customer Experience (APAC), Forrester Research
Ryan is a principal analyst based in Singapore serving Customer Experience Professionals across Asia Pacific. He focuses on customer-centric service design, mobility, experience creation, localisation, branding, organisational transformation, and digital engagement principles to inform his research in the context of regional markets.
Ryan has over 15 years of experience in advising multinational corporations on customer acquisition and engagement strategies. His career spans corporate banking at the Bank of Tokyo Mitsubishi UFJ in China to sales and strategy roles in the private wealth space for HSBC in Japan. Diverse consulting projects thereafter have taken him across the globe, affording deep customer behavior insight into CPG, pharma, insurance, transportation, and telecom, among other verticals.
Prior to joining Forrester, Ryan spearheaded digital transformation for Infosys Lodestone and led the financial services practice for SapientNitro in Asia Pacific.
He is fluent in Japanese and speaks Mandarin Chinese, Nepali, and bits and pieces of a handful of other languages in the region.
Ryan earned his degree at the University of Colorado, Boulder, where he studied neurobiology.