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  • Amit Bhatia

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  • Report The Forrester Banking Wave™: Indian Mobile Apps, Q2 2018

    Mobile Banking Apps Fail To Deliver Balanced Functionality And User Experiences
    June 13, 2018 | Amit Bhatia, Arnav Gupta

    Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing support along the way. To...

  • Report The State Of CX Management In India, 2017

    Enhance Customer Experience Competencies To Differentiate And Break Away From Peers
    January 17, 2018 | Amit 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...

  • Report The India Credit Cards Customer Experience Index, 2017

    How Indian Credit Card Brands Earn Loyalty With The Quality Of Their Experience
    January 17, 2018 | Amit 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...

  • Report The India Banking Customer Experience Index, 2017

    How Indian Banks Earn Loyalty With The Quality Of Their Experience
    January 17, 2018 | Amit 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...

  • Report The India Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    November 20, 2017 | 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 five industries in the India CX...

  • Report Elevate And Scale Your CX Measurement Program

    Advance Your Measurement Practices For CX Transformation

    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...

  • Report Humanize Your Conversational Bot

    Use Bot Personality And Engage Better To Connect With Humans
    October 19, 2017 | Amit Bhatia

    While conversational bots are multiplying and organizations of all sizes are jumping on the chatbot bandwagon, tech-obsessed firms are missing a key piece of the puzzle. The success of conversation...

  • Report India Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To Seven Indian Mobile Banking Apps
    July 25, 2017 | Amit Bhatia

    Forrester's research shows that good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion for banks — more so than for any other industry. Are...

  • Report Case Study: A Large Retailer Jump-Starts Its CX Transformation By Focusing On Ease

    Big Bazaar Improved Convenience Throughout The Shopping Journey
    May 26, 2017 | Amit Bhatia

    In 2016, Big Bazaar, a major India-based retailer, saw its scores in Forrester's annual Customer Experience Index (CX Index™) rise by the largest year-on-year margin of any brand in the country....

  • Report Journey Mapping Must Keep Up With Customer Expectations In A Rising Economy

    Indian Firms Should Follow Global Best Practices To Address Journey Mapping Shortcomings
    January 19, 2017 | Amit Bhatia

    India's economy is among the world's fastest-growing today. Indian customers are becoming more demanding and more empowered with technology. Understanding customers' evolving needs is critical for...

  • Report CX Pros: Strategies For Your First 90 Days On The Job

    Adopt A Two-Phase Program For Success
    January 17, 2017 | Amit Bhatia

    Customer experience (CX) roles are still fairly new to many organizations. Many professionals coming into these positions are new to the role too. In both cases, this creates challenges for CX pros...

  • Report The State Of CX Management Maturity In India, 2016

    Indian Firms Should Focus On Six CX Management Practices
    November 22, 2016 | Amit Bhatia

    Firms in India are increasingly focusing more effort, more resources, and more investments on customer experience (CX). How can you ensure these efforts pay off? What are the best practices for...

  • Report The India Customer Experience Index, 2016

    The Customer Experience Of Brands In India Improves, But More Remains To Be Done
    November 2, 2016 | Amit Bhatia

    As the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural...

  • Report Brief: Should All Customer Experiences Be Awesome?

    Customer Experiences Don't Need To Be Incredible All Of The Time; Invest Wisely
    August 8, 2016 | Amit Bhatia

    As digital experiences become commonplace, customers have elevated expectations of customer experience (CX) across industries. To meet and exceed such expectations, companies aspire to become the...