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New Delhi [India], August 17 (ANI/PRNewswire): According to Forrester (Nasdaq: FORR), due to COVID-19, more customers in India are relying on online channels for their banking needs. As India's banks slow the rate of new branch openings, digital channels will continue to become even more important. The India Banking Customer Experience Index Rankings, 2022 reveal, however, that while Indian banks improved their digital capabilities significantly, they have dropped the ball on in-person interactions. As a result, the quality of overall customer experience (CX) across the Indian banking industry remains stagnant. In contrast, credit card issuers in India improved the quality of their CX due to their ability to offer hybrid a mix of digital and physical interactions. Forrester's Customer Experience Index (CX Index) rankings for both the India banking and credit card industries indicate that customers had the best experience when their interaction was a mix of in-person and digit