Forrester: Aligning Customer, Brand, And Employee Experience Emerges As The Critical Driver Of Growth For Banks In India
Forrester published its 2026 India Banking Total Experience Score Rankings, finding that the average score across nine Indian banks rose modestly to 64.0 from 62.8 in 2025. The research argues that aligning customer, brand, and employee experience is becoming the key growth differentiator as digital banking experiences converge in India, with employee experience gaps flagged as a new risk area.
Key figures
- Banks evaluated
- 9
- Average total experience score 2025
- 62.8
- Average total experience score 2026
- 64
AI analysis
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