Amit Bhatia

If you follow cricket and the ongoing Indian Premier League, you know one thing for certain: In any given game, a team’s past performance is no indicator of future results. No team and no player can rest on their laurels. You’d say this is true of any sport, but this is truer of the compressed […]

Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]

No organization purposefully recruits bad employees. But a bad employee experience can turn any worker into poor performer. Learn more.

It’s that time of the year again when we publish results from our annual Customer Experience Index (CX Index™) survey to benchmark the customer experience provided by major brands in India. For those who came in late, here’s a quick introduction to the methodology: The survey is based on Forrester’s CX Index framework, which is designed […]

So unless you’ve been living under a corporate rock for the past few years, you’ve certainly been bombarded with buzz around two words: “customer experience.” The problem with customer experience (CX) is just that — often, it’s a buzzword that everybody talks about it but few get right. How do we know? We’ve been measuring […]

Dear Brand, It’s that time of year again. As we do each year, we went out and asked your customers what they think about the experiences they had with you, and the results are in. Forrester’s The India Customer Experience Index, 2018 report is out! This year, we covered the following industries and brands, surveying […]

As promised, Forrester’s Customer Experience Index (CX IndexTM) results for India 2017 are out. We’re excited to see that over-all, brands in India are doing better this year than they did in 2016! Over half the surveyed 36 brands improved their score. Here’s a quick snapshot of some other key results- Last year’s overall topper (American […]

Dear Brand, We know you love your customers. You do your best – to catch their eye, hold their attention, serve and pamper them, and help them in need. And then hope they keep coming back for more. In fact, you hope you did such a bang-up job of impressing them in the first place […]

In my previous blog post last week I introduced the India Customer Experience Index 2016 report, and spoke briefly about over-all trends in this year’s results compared to last year. In this post I’ll explore more industry-level findings. In this year’s CX Index results, we found that: Financial services (Banks & Credit Cards) performed well. […]

When it comes to their customers, Indian organizations are an ambitous lot. In a Forrester survey of Indian business and technology decision-makers, 70% of respondents said CX was going to be high or critical priority for their companies. But that is just one part of the story. CX is about what customers perceive, not what […]

So I visit this coffee shop close to office pretty often. The other day I was waiting in line and I paused to ask myself – why do I keep coming here? I mean, everything about the exercise including the taste is pretty unremarkable. I order, I’m served, I leave. So then why do I […]