US Banks’ Total Experience Is Improving, But Most Still Have Work To Do

Short summary

Forrester's 2026 research shows US banks are improving customer experience through better fundamentals execution, but most face persistent gaps in clarity, advice quality, and employee enablement.

• •US banking CX improvements driven by executing basics better, not bold transformation
• •Measurable gains in customer experience and brand perception across the sector
• •Critical gaps remain in customer clarity, advisory support, and employee enablement

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