TESTING

Improvement is real in US banking — but fragile. Forrester’s 2026 Total Experience Score rankings show that gains in customer experience and brand perception are driven by better execution of the basics, not bold transformation. Sustaining that progress will depend on closing gaps in clarity, advice, and employee enablement.

The UK’s decision to ban social media use for teens under 16 marks a moment where government regulation is catching up to consumer expectations. Forrester’s April Consumer Pulse Survey, fielded two months before this decision, indicates that in the UK, 67% of consumers supported banning social media use for teens under 16, and 60% believed […]