Amit Bhatia

Senior Analyst

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.

Forrester Infographic: Brand Communication And Action Drive Trust For Australian Life Insurers
Report
June 22nd, 2021 1 min read

Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial services firms into the spotlight. Like their global peers, life insurers in Australia strove to rise to the occasion, responding in different ways to aid their customers. How well did they do? To find out, Forrester surveyed 607 life insurance customers in Australia. This report cites insights from that survey to help customer experience professionals understand how Australians rated their life insurers' response during COVID-19 and how that affected their overall perception of life insurance brands.

Forrester Infographic: Brand Communication And Action Drive Trust For Australian Health Insurers
Report
June 21st, 2021 1 min read

Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial services firms into the spotlight. Like their global peers, health insurers in Australia strove to rise to the occasion, responding in different ways to aid their customers. How well did they do? To find out, Forrester surveyed 1,243 Australian health insurance customers. This report cites insights from that survey to help customer experience professionals understand how Australians rated their health insurers' response during COVID-19 and how that affected their overall perception of health insurance brands.

Forrester Infographic: Brand Communication And Action Drive Trust For Australian Auto Insurers
Report
June 18th, 2021 1 min read

Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial services firms into the spotlight. Like their global peers, auto insurers in Australia strove to rise to the occasion, responding in different ways to aid their customers. How well did they do? To find out, Forrester surveyed 1,704 Australian auto insurance customers. This report cites insights from that survey to help customer experience professionals understand how Australians rated their auto insurers' response during COVID-19 and how that affected their overall perception of auto insurance brands.

Forrester Infographic: Brand Communication And Action Drive Trust For Australian Banks
Report
May 24th, 2021 1 min read

Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial institutions into the spotlight. Like their global peers, banks in Australia strove to rise to the occasion, responding in different ways to aid their customers. How well did they do? This report draws insights from Forrester's survey of 2,204 Australian banking customers to help customer experience professionals understand how Australians rated their banks' response during COVID-19 and how that affected their overall perception of bank brands.

Top Lessons For EX From The CX Playbook
Report
January 29th, 2021 6 min read

While the fields of employee experience (EX) and customer experience (CX) have many differences, they're fundamentally similar: Both relate to improving human experiences to produce better people and business outcomes. Because CX practices are more mature, they have much to offer to EX leaders. This report lists top lessons that CIOs and other leaders looking to improve EX can learn from the world of CX to avoid making the same mistakes and make faster progress toward their EX goals.

Customer Service Shines Through The Crisis
Report
January 19th, 2021 8 min read

As businesses coped with a string of crises in 2020, customer service was a crucial part of the response; sometimes, it was the only point of contact for customers in trouble. We interviewed three well-known brands in Asia Pacific (APAC) brands to understand how their customer service leaders stepped up to these challenges. Customer experience (CX) pros should read this report to gain insight into how these brands' service teams responded to the situation and the results they achieved. CX pros can put these key lessons to work within their own organization.

Research Coverage