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 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.

  • For Customer Experience Professionals

    REPORT: The India Banking Customer Experience Index, 2018

    How Indian Banks Earn Loyalty With The Quality Of Their Experience

    January 2, 2019Amit Bhatia

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banks 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 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.

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