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: The Forrester Wave™: Customer Feedback Management Platforms In Asia Pacific, Q4 2018

    The Eight Providers That Matter Most And How They Stack Up

    December 3, 2018Amit Bhatia, Faith Adams

    In our 40-criterion evaluation of customer feedback management (CFM) providers, we identified the eight most significant ones in Asia Pacific (AP) — Confirmit, InMoment, inQuba, MaritzCX, Medallia, NICE Satmetrix, Qualtrics, and Verint — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals in AP make the right choice.

  • For Customer Experience Professionals

    REPORT: Elevate And Scale Your CX Measurement Program

    Intermediate Level: Measurement Practices For CX Transformation

    November 28, 2018Amit Bhatia, Maxie Schmidt-Subramanian

    Once organizations have established a minimum viable program for measuring customer experience (CX), they are ready to move on to the next phase — advancing the measurement program to the intermediate level. This requires adopting best practices to elevate the quality of measurement and scaling the program across the organization. This report, part of the CX transformation playbook, explains how.

  • For Customer Experience Professionals

    REPORT: The India Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    November 26, 2018Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across six industries in the India Customer Experience Index (CX Index). We also unveil surprising data on 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: Now Tech: Voice-Of-The-Customer Vendors In Asia Pacific, Q4 2018

    Forrester's Overview Of 21 Voice-Of-The-Customer Providers In Asia Pacific

    November 26, 2018Amit Bhatia, Faith Adams

    Customer experience (CX) professionals use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, improve CX, and track the results of these improvements. But to access these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, and vertical market focus. CX pros should use Forrester's Now Tech report to understand the value they can expect from a VoC provider in Asia Pacific and select vendors based on size and functionality.

  • 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.

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