Forrester says Indian banks’ growth hinges on aligning customer, brand and employee experience

• 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.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Forrester Research Inc. published the original content used to generate this news brief on September 28, 2026, and is solely responsible for the information contained therein.