Amit   Bhatia

Amit Bhatia

Senior Analyst Serving Customer Experience Professionals

Amit is a senior analyst serving Customer Experience Professionals, and is based out of India. His research coverage includes customer journey mapping, customer experience design, customer experience measurement, and customer experience maturity. He is also keenly interested in usability, design thinking, and empathy.

Previous Work Experience

Amit has more than a decade of experience across communication design, usability and consulting. His work as a content architect at the design group of a leading Indian SI grounded him in the principles of design and design thinking. His content and usability experience working with clients across US, Europe, and Asia Pacific further provided him an opportunity to understand how humans interact with technology. The practice of always focusing on end-users gained him the life-long skill of thinking outside-in. More recently, he was consulting with clients on customer experience at one of the Indian tech consulting firms.

He has experience in multiple industry domains such as banking, telecom, retail, and consumer packaged goods (CPG) with global organizations.

Education

Amit has a post graduate diploma in management from the Indian Institute of Management Bangalore, and a Bachelor’s degree in engineering from the University of Pune.

Amit Bhatia

Senior Analyst Serving Customer Experience Professionals

Amit is a senior analyst serving Customer Experience Professionals, and is based out of India. His research coverage includes customer journey mapping, customer experience design, customer experience measurement, and customer experience maturity. He is also keenly interested in usability, design thinking, and empathy.

Previous Work Experience

Amit has more than a decade of experience across communication design, usability and consulting. His work as a content architect at the design group of a leading Indian SI grounded him in the principles of design and design thinking. His content and usability experience working with clients across US, Europe, and Asia Pacific further provided him an opportunity to understand how humans interact with technology. The practice of always focusing on end-users gained him the life-long skill of thinking outside-in. More recently, he was consulting with clients on customer experience at one of the Indian tech consulting firms.

He has experience in multiple industry domains such as banking, telecom, retail, and consumer packaged goods (CPG) with global organizations.

Education

Amit has a post graduate diploma in management from the Indian Institute of Management Bangalore, and a Bachelor’s degree in engineering from the University of Pune.

Amit Bhatia's Research

Most RecentMost Popular
  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Indian Online Banking Websites, Q3 2018

    Indian Online Banking Websites Don't Yet Meet Global Standards

    July 23, 2018 Arnav Gupta, Amit Bhatia

    Digital banking leaders need to build online banking around customer needs, empowering them to manage their finances while reassuring them by providing support along the way. To see how helpful online banking websites are to customers, we evaluated the secure websites of seven large Indian banks. This Industry Wave™ lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

  • For Customer Experience Professionals

    REPORT: Indian Mobile Banking 2018: Five Common UX Mistakes And How To Fix Them

    Lessons In Mobile User Experience From India And Beyond

    July 16, 2018Amit Bhatia

    Forrester recently concluded its Forrester Wave™ evaluation of mobile banking apps in India, which assessed the functionality and user experience (UX) of the mobile apps of seven large Indian banks. Read this report to discover the common UX mistakes banks make with their apps and the lessons that customer experience (CX) and UX professionals can learn from examples of the best apps in India and the rest of the world.

  • For Customer Experience Professionals

    REPORT: Your App Evokes These Emotions, But You Don't Know It

    Digital Interactions On Apps And Websites Trigger Customer Emotions Too

    July 16, 2018Amit Bhatia

    The role of emotion in customer experience (CX) is long proven. Positive emotions improve CX, driving revenue growth; negative emotions do the opposite. Given this and the fact that many experiences today are digital, clients often ask us what digital triggers of specific emotions look like. To make the idea of digital interactions triggering emotions more tangible for CX professionals, this report showcases examples from websites and apps that evoke the top emotions that influence CX globally.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Indian Mobile Apps, Q2 2018

    Mobile Banking Apps Fail To Deliver Balanced Functionality And User Experiences

    June 13, 2018Amit Bhatia, Arnav Gupta

    Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing support along the way. To see how helpful banking apps are to customers, we evaluated the apps of seven large Indian banks. This Industry Wave™ lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

  • For Customer Experience Professionals

    REPORT: The State Of CX Management In India, 2017

    Enhance Customer Experience Competencies To Differentiate And Break Away From Peers

    January 17, 2018Amit Bhatia

    Organizations that want to reliably provide a great customer experience (CX) must master CX management. Firms with mature CX management perform key activities across the six essential competencies of CX management with discipline. How well did Indian firms manage their CX in 2017? To answer that question, we surveyed 58 professionals in India about the CX practices at their organizations. This report analyzes the survey results and identifies the obstacles and opportunities facing CX pros in India.

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