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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 Customer Experience Professionals

    REPORT: A Framework For Helping Customers In Crisis

    How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

    June 1, 2020Amit Bhatia, Judy Weader, Rick Parrish

    Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer experience (CX) professionals and their firms must change how they operate in order to win, serve, and retain customers facing uncertain cash flows and limited freedom of movement. Read this report to see examples of how 26 B2C and B2B firms in Asia Pacific are changing their policies and strategies to support customers in tumultuous times.

  • For Customer Experience Professionals

    REPORT: Predictions 2020: India

    Value-Driven Firms In India Will Win In The Post-Pandemic World

    May 7, 2020Amit Bhatia, Arnav Gupta, Satish Meena, Vasupradha Srinivasan

    At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the post-pandemic world, which firms will lose out and which will have the best chance to win? Customer experience professionals and their colleagues should read this report to understand how the outbreak will affect firms and their opportunities with customers and employees.

  • For Customer Experience Professionals

    REPORT: The India Auto Manufacturers Customer Experience Index, 2019

    How Indian Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

    January 28, 2020Amit Bhatia

    How well do leading auto manufacturing brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto brands that we analyzed as part of the India Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Payments Wave™: Indian Mobile Apps, Q4 2019

    PhonePe Offers The Best Digital Experience In Mobile Payments

    December 17, 2019 Arnav Gupta, Amit Bhatia

    Mobile apps have become the touchpoint of choice for millions of Indians to manage their finances, leading to a wave of new payment apps in the country. Digital teams must build mobile payment experiences around customer needs and expectations. We evaluated eight Indian payment apps to establish how helpful they are and how easy they are for customers to use. This report lays out where these payment apps excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Study: HDFC Life Insures Its Future With Technology-Led Innovation

    The Insurance Company's Digital Transformation Paid Rich Dividends

    December 9, 2019Amit Bhatia

    Indian insurer HDFC Life transformed itself from a traditional insurance firm into a digitally powered leader in the insurance space. Over a five-year period, HDFC Life won more customers by selling in new digital channels, integrating with new partners, and introducing digital platforms that use emerging technologies like cloud. Ultimately, the insurer also significantly improved its key business metrics. This report outlines how digital leaders can learn from HDFC Life's experience to digitally transform their traditional operating model and become a digitally powered insurance platform.

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