Forrester says Indian banks’ growth hinges on aligning customer, brand and employee experience
Bitget2026/09/28 05:32- Forrester’s India Banking Total Experience Score Rankings, 2026 flagged CX, brand, EX alignment as a key growth differentiator.
- Average Total Experience Score across nine banks rose to 64.0 in 2026 from 62.8 in 2025, signaling limited differentiation.
- SBI posted the strongest year-over-year gain, entering Forrester’s leading growth category with HDFC, ICICI, IDFC FIRST.
- Plain-language communication, pricing transparency emerged as major drivers of customer loyalty, brand consideration for noncustomers.
- Employee experience gaps cited as a constraint on sustained growth, with weaknesses in engagement, technology access, leadership confidence.
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