Summary
Forrester’s new Total Experience Score and the Brand Experience Index (BX Index™) and Customer Experience Index (CX Index™) scores for 11 Indian banking brands reveal that, while brand experience is relatively strong, customer experience remains inconsistent, exposing gaps in service delivery and emotional engagement. This report identifies the key drivers of BX and CX, top trust levers, and emotions that most affect Indian banks’ ability to win and serve customers. CX, marketing, and digital business leaders can use these findings to understand their market dynamics and how to improve customer loyalty.
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