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

By Public Technologies
  • 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.

Capital.com is an execution-only brokerage platform and the content provided on the Capital.com website is intended for informational purposes only and should not be regarded as an offer to sell or a solicitation of an offer to buy the products or securities to which it applies. No representation or warranty is given as to the accuracy or completeness of the information provided.

The information provided does not constitute investment advice nor take into account the individual financial circumstances or objectives of any investor. Any information that may be provided relating to past performance is not a reliable indicator of future results or performance.

To the extent permitted by law, in no event shall Capital.com (or any affiliate or employee) have any liability for any loss arising from the use of the information provided. Any person acting on the information does so entirely at their own risk.

Any information which could be construed as “investment research” has not been prepared in accordance with legal requirements designed to promote the independence of investment research and as such is considered to be a marketing communication.