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 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.

  • For Customer Experience Professionals

    REPORT: The India Credit Cards Customer Experience Index, 2017

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

    January 17, 2018Amit Bhatia

    How well do leading credit card brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of five credit card brands that we analyzed as part of the India 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 Banking Customer Experience Index, 2017

    How Indian Banks Earn Loyalty With The Quality Of Their Experience

    January 17, 2018Amit Bhatia

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands that we analyzed as part of the India 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 Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 20, 2017Amit 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 five industries in the India 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: Elevate And Scale Your CX Measurement Program

    Advance Your Measurement Practices For CX Transformation

    October 19, 2017Amit 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. 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. It also links to additional reports that provide more depth.

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