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 Mobile Apps, Q2 2019

    While Evolving New Functionality, Focus On Usability Too

    May 30, 2019 Arnav Gupta, Amit Bhatia

    Mobile apps have become the touchpoint of choice for millions of Indians to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of seven large Indian banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Stop Tripping Your Mobile Banking Customers Up At The Door

    Digital Feature Fix: Focus On Building Convenience And Trust During Mobile App Login

    March 1, 2019Amit Bhatia

    Many mobile banking apps create a poor first impression by making customer enrollment and login harder than they need to be. To help digital banking teams avoid this common pitfall, this brief both explains why mastering the login experience is important and illustrates good practices from leading firms. Read this report to understand how to deliver a good login experience.

  • For Customer Experience Professionals

    REPORT: The India Digital Retailers Customer Experience Index, 2018

    How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

    January 24, 2019Amit Bhatia

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers 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 Customer Experience Professionals

    REPORT: The India Credit Cards Customer Experience Index, 2018

    How Indian Credit Card Brands Earn Loyalty With The Quality Of Their Experience

    January 7, 2019Amit Bhatia

    How well do leading credit card brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of five credit card issuers 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 Customer Experience Professionals

    REPORT: The India Auto And Home Insurers Customer Experience Index, 2018

    How Indian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    January 3, 2019Amit Bhatia

    How well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto and home insurers 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.

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