Amit is a senior analyst at Forrester, serving Customer Experience (CX) Professionals, and is based out of India. His research coverage includes CX strategy, customer journey mapping, CX design, CX measurement, and CX maturity. He is also keenly interested in usability, design thinking, and empathy.; Amit has more than a decade of experience in communication design and CX consulting across multiple industry domains such as banking, telecom, retail, and consumer packaged goods with global organizations.; He holds a post graduate diploma in management from the Indian Institute of Management Bangalore, and a Bachelor’s degree in engineering from the University of Pune.