Forrester’s new Total Experience Score, Brand Experience Index (BX Index™), and Customer Experience Index (CX Index™) scores for 17 multichannel banks reveal that their brand promises aren’t resonating and CX continues to decline. We also identify the key drivers of BX and CX, top levers of trust, and emotions that impact brands’ ability to win and retain customers. This report presents current ratings for the industry that CX leaders should review to understand where improvements are needed.