Trends Report

Forrester Infographic: Brand Communication And Action Drive Perception For Indian Banks

December 30th, 2020
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Katie Hampton , Sukriti Dangi , Bill Nagel


Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial institutions into the spotlight. Like their global peers, banks in India strove to rise to the occasion, responding in different ways to aid their customers. How well did they do? This report draws insights from Forrester's survey of 3,119 metro Indian banking customers to help customer experience (CX) professionals understand how Indians rated their banks' response during COVID-19 and how that affected their overall perception of bank brands.

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