Amit Bhatia

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 […]