Forrester’s new Total Experience Score, Brand Experience Index (BX Index™), and Customer Experience Index (CX Index™) scores for 10 UK banks reveal that while CX performance remains good, brand promises aren’t fully resonating. We also identify the key drivers of BX and CX, the top levers of trust, and the emotions that most affect brands’ 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.