{
  "docId": "019dd923-5ca1-7489-b632-eed251795d29",
  "docSlug": "0bf019d2d4ffd9cd",
  "documentTitle": "Banking on AI Banking Top 10 Trends for 2024",
  "authorId": "Accenture",
  "authorName": "Accenture",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 11,
  "pageCount": 48,
  "prevPage": 10,
  "nextPage": 12,
  "slideType": "industry_trends",
  "function": "summarize",
  "density": "overcrowded",
  "nDataPoints": 6,
  "notes": "The slide uses a three-column text layout to discuss the evolution of digital banking, citing specific examples like BBVA and Bank of America.",
  "elementsJson": [
    "headline_text",
    "action_title",
    "paragraph",
    "footnote"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5ca1-7489-b632-eed251795d29/11",
  "deckHref": "/decks/019dd923-5ca1-7489-b632-eed251795d29",
  "deckJsonHref": "/decks/019dd923-5ca1-7489-b632-eed251795d29.json",
  "deckAnchorHref": "/decks/019dd923-5ca1-7489-b632-eed251795d29#slide-11",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "42% of consumers find it hard to distinguish between financial services brands.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-9f60-73de-a93f-55231de467ea",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "share of BBVA sales closed on digital channels: 61%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-9f60-73de-a93f-58ee250e3d3e",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.45,
        "w": 0.26,
        "x": 0.66,
        "y": 0.33
      },
      "kind": "paragraph",
      "text": "BBVA is one bank that has succeeded at this. By 2017 it was using its digital channels for most of its customer servicing, but for only 25% of product sales. Five years later the picture had changed: 61% of its sales were closed on the bank's digital channels, and its cost-to-income ratio had fallen from approximately 50% to 43%. To increase their percentage of digital sales, banks are getting better at personalizing their interactions. Like many service providers, Bank of America asks customers for feedback every time they engage with the organization. It now has more than 50 million responses.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "0ef6aa3d-e825-4b28-b725-726652fcf085",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.45,
        "w": 0.26,
        "x": 0.38,
        "y": 0.33
      },
      "kind": "paragraph",
      "text": "half of which are from their primary bank—73% acquired at least one financial services product from a new provider in the past 12 months. Digitalization has improved banks' ability to solve customers' most basic needs... The good news is that customers still trust banks... This includes shifting their thinking about digital from 'servicing' to 'conversations'.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "7b540780-29e5-439b-9052-bd51c0b0d0c5",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.45,
        "w": 0.26,
        "x": 0.1,
        "y": 0.33
      },
      "kind": "paragraph",
      "text": "Virtually every bank has a mobile app that works effectively... Yet there have been unwelcome side-effects... Accenture's Life Trends 2024 survey found that 42% of consumers find it hard to distinguish between financial services brands.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "8cc9ffa9-0d5c-4004-b591-32b904721323",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.4,
        "x": 0.1,
        "y": 0.92
      },
      "kind": "source-note",
      "text": "* Measured by the percentage of total lifetime economic value of all products sold.",
      "attrs": {
        "numbered": true
      },
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "9b6fb13f-4a69-4edc-b610-2409ed019701",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.1,
        "w": 0.55,
        "x": 0.1,
        "y": 0.18
      },
      "kind": "title",
      "text": "After a quarter of a century of digitalizing their operations, channels, and experiences, with a strong focus on servicing journeys, banks can congratulate themselves for having mastered digital.",
      "attrs": null,
      "subkind": "action-title",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "6f650838-2c82-4698-98bd-c6c03613f1b9",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.25,
        "x": 0.04,
        "y": 0.06
      },
      "kind": "title",
      "text": "Trend 2 | Capturing the digital dividend",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "b3d3c5eb-1641-45bd-b615-3d68749012e6",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [
    {
      "metricRaw": "share of BBVA sales closed on digital channels",
      "numberRaw": "61%",
      "numberKind": "percent",
      "actionTitle": "After a quarter of a century of digitalizing their operations, channels, and experiences, with a strong focus on servicing journeys, banks can congratulate themselves for having mastered digital.",
      "calloutText": "42% of consumers find it hard to distinguish between financial services brands.",
      "numberScale": null,
      "numberValue": 61,
      "metricFamily": "share_penetration",
      "numberCurrency": null
    }
  ],
  "tools": [
    {
      "name": "Contrast Pairs",
      "slug": "contrast-pairs",
      "agent": "Storyteller",
      "layer": "loop",
      "matchId": "019dd95a-0bbb-77da-b1d0-34e3e7c5113e",
      "evidence": "Sets servicing mastery vs commoditization tension for the loop.",
      "confidence": 70
    },
    {
      "name": "Concrete Language",
      "slug": "concrete-language",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019dd95a-0bbb-77da-b1d0-312dff67bdf6",
      "evidence": "'42% of consumers find it hard to distinguish' is a concrete stat.",
      "confidence": 70
    },
    {
      "name": "Data Story Arc",
      "slug": "data-story-arc",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "199b6910-73ee-4d47-b7ee-9956622d1d6b",
      "evidence": "By 2017 it was using its digital channels for most of its customer servicing, but for only 25% of product sales.",
      "confidence": 0.6
    },
    {
      "name": "Storytelling: audience calibration",
      "slug": "audience",
      "agent": "storyteller",
      "layer": "slide",
      "matchId": "d31aa61e-d4e8-404b-8536-e9c3224dd435",
      "evidence": "BBVA is one bank that has succeeded at this.",
      "confidence": 0.7
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 44,
      "from": 5,
      "beatId": "019dd95a-0680-7418-8208-6c972da02fde",
      "arcName": "The Mountain",
      "arcSlug": "mountain",
      "beatName": "Rising Action",
      "beatSlug": "mountain-rising-action",
      "evidence": "Ten trends cumulatively build pressure on incumbent banks.",
      "position": 2,
      "confidence": 65,
      "parentBeatName": "Development",
      "parentBeatSlug": "development"
    },
    {
      "to": 44,
      "from": 5,
      "beatId": "019dd95a-0680-7418-8208-7acbfe02bbc4",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Facts (What)",
      "beatSlug": "triple-take-the-facts-what",
      "evidence": "Ten trends each present data and figures (Figs 1, 2, 7, 8).",
      "position": 1,
      "confidence": 55,
      "parentBeatName": "Setup",
      "parentBeatSlug": "setup"
    }
  ],
  "loops": [
    {
      "to": 13,
      "from": 10,
      "name": "Tale Two Worlds",
      "slug": "04-tale-two-worlds",
      "bestFor": "Competitive analysis, benchmarking, case for change",
      "matchId": "019dd95a-07fd-712f-b772-31d4210009bd",
      "evidence": "Mastered digital servicing vs <15% sales conversion gap framed as digital dividend.",
      "position": 2,
      "objective": "Contrast servicing-mastered banks with sales/digital-dividend opportunity",
      "structure": "Current State -> Desired State / Benchmark -> The Gap & Implication",
      "confidence": 70,
      "description": "Show the gap between two states to drive urgency or highlight opportunity"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}