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  • Report Customer Engagement During A Pandemic: Best Practices Illustrated

    Use Our Customer Engagement Checklist To Vet Your Campaign
    July 21, 2020 | Amit Bhatia

    Plummeting sales in the wake of COVID-19 has made relentless customer engagement the new black. As brands flood customers with pandemic-related messages, their quality and relevance can quickly...

  • Report A Framework For Helping Customers In Crisis

    How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

    Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

  • Report Predictions 2020: India

    Value-Driven Firms In India Will Win In The Post-Pandemic World

    At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the...

  • Report The India Auto Manufacturers Customer Experience Index, 2019

    How Indian Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
    January 28, 2020 | Amit Bhatia

    How well do leading auto manufacturing brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto brands that we analyzed as part of the...

  • Report The Forrester Payments Wave™: Indian Mobile Apps, Q4 2019

    PhonePe Offers The Best Digital Experience In Mobile Payments
    December 17, 2019 | Arnav Gupta, Amit Bhatia

    Mobile apps have become the touchpoint of choice for millions of Indians to manage their finances, leading to a wave of new payment apps in the country. Digital teams must build mobile payment...

  • Blog Do You Recruit Bad Employees As A Matter Of Policy?

    December 10, 2019 | Amit Bhatia

    For better or for worse, my family is a customer of a large bank near my home. Once in a while, I step in to the branch to update documents for my mother (she still likes to see her account balance...

  • Report Case Study: HDFC Life Insures Its Future With Technology-Led Innovation

    The Insurance Company's Digital Transformation Paid Rich Dividends
    December 9, 2019 | Amit Bhatia

    Indian insurer HDFC Life transformed itself from a traditional insurance firm into a digitally powered leader in the insurance space. Over a five-year period, HDFC Life won more customers by...

  • Report Employee Experience Efforts In Asia Pacific Are Well-Intentioned But Misguided

    AP Firms Are Turning Their Attention To EX To Fight Rising Challenges, But Need To Do More
    December 9, 2019 | Amit Bhatia

    The employee experience (EX) is hot in Asia Pacific (AP). Conferences on the theme sell out; EX-related job titles are increasingly visible in the market; vendors across the region have been...

  • Blog What Does CX Look Like In India?

    September 23, 2019 | Amit Bhatia

    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...

  • Report The India Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    September 19, 2019 | Amit 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 39 brands across six industries in the India Customer...

  • Report Forrester Infographic: Manufacturing (Good) CX In Asia Pacific

    September 5, 2019 | Amit Bhatia

    References to manufacturing instantly conjure up images of the factory floor or tall chimneys billowing smoke; recall is usually related to how goods get made. But the manufacturing industry is...

  • Report Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Report Indian Banks: Are You Still Making These Mobile UX Mistakes In 2019?

    Best Practices In Mobile User Experience From India And Beyond
    July 9, 2019 | Amit Bhatia

    Forrester recently concluded its Forrester Wave evaluation of mobile banking apps in India, which assessed the functionality and user experience (UX) of the mobile apps of seven large Indian banks....

  • Report The Forrester Banking Wave™: Indian Mobile Apps, Q2 2019

    While Evolving New Functionality, Focus On Usability Too
    May 30, 2019 | Arnav Gupta, Amit Bhatia

    Mobile apps have become the touchpoint of choice for millions of Indians to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...

  • Blog CX In India: Looking Back To Look Ahead

    May 12, 2019 | Amit Bhatia

    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...

  • Report Stop Tripping Your Mobile Banking Customers Up At The Door

    Digital Feature Fix: Focus On Building Convenience And Trust During Mobile App Login
    March 1, 2019 | Amit Bhatia

    Many mobile banking apps create a poor first impression by making customer enrollment and login harder than they need to be. To help digital banking teams avoid this common pitfall, this brief both...

  • Report The India Digital Retailers Customer Experience Index, 2018

    How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience
    January 24, 2019 | Amit Bhatia

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers that we analyzed as part of...

  • Report The India Credit Cards Customer Experience Index, 2018

    How Indian Credit Card Brands Earn Loyalty With The Quality Of Their Experience
    January 7, 2019 | Amit 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...

  • 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, 2019 | Amit 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...

  • Report The India Banking Customer Experience Index, 2018

    How Indian Banks Earn Loyalty With The Quality Of Their Experience
    January 2, 2019 | Amit 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...

  • 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, 2018 | Amit 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,...

  • Blog Hello, Indian Brands: Your CX Report Is Here

    December 3, 2018 | Amit Bhatia

    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...

  • Report Elevate And Scale Your CX Measurement Program

    Intermediate Level: Measurement Practices For CX Transformation
    November 28, 2018 | Amit 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...

  • Report The India Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    November 26, 2018 | Amit 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...

  • 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, 2018 | Amit 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...