{
  "docId": "019dd923-5ca1-7489-b633-b71cf6a46444",
  "docSlug": "004febe5c808e074",
  "documentTitle": "2019 Global FS Consumer Study DACH",
  "authorId": "Accenture",
  "authorName": "Accenture",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 41,
  "pageCount": 59,
  "prevPage": 40,
  "nextPage": 42,
  "slideType": "key_takeaways",
  "function": "summarize",
  "density": "dense",
  "nDataPoints": 1,
  "notes": "The slide uses a two-column text layout to explain the strategic recommendation based on consumer survey data.",
  "elementsJson": [
    "headline_text",
    "action_title",
    "subtitle_text",
    "paragraph",
    "footnote"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5ca1-7489-b633-b71cf6a46444/41",
  "deckHref": "/decks/019dd923-5ca1-7489-b633-b71cf6a46444",
  "deckJsonHref": "/decks/019dd923-5ca1-7489-b633-b71cf6a46444.json",
  "deckAnchorHref": "/decks/019dd923-5ca1-7489-b633-b71cf6a46444#slide-41",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "78 percent, for example, never use a mobile app or website to contact their bank",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-9f5e-7590-8282-a293c48ed9ee",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "customers who never use mobile app or website to contact bank: 78%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-9f5e-7590-8282-a49a2b30e9af",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.3,
        "w": 0.35,
        "x": 0.1,
        "y": 0.5
      },
      "kind": "paragraph",
      "text": "The consumer survey shows that while some persona groups, such as the Pioneers, are happy to engage with providers via online channels, all consumers still value face-to-face support when undertaking certain banking and insurance activities. To meet the needs of these groups effectively, providers should offer a multichannel service that allows consumers to contact them in the way that is most convenient. Although face-to-face contact is strongly favored by all persona groups, there is considerable geographic variance. In geographies where physical channels are important, providers should look to develop branches into “experience hubs” that also offer digital services.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "6cf276b6-d7a3-4104-b603-a42f588f8e6c",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.3,
        "w": 0.35,
        "x": 0.48,
        "y": 0.5
      },
      "kind": "paragraph",
      "text": "For customers such as Pioneers, who show interest in channel innovation, providers can experiment with innovative new channels, such as video conferencing, virtual reality and chatbots. At the same time, providers should assign staff with the strongest customer-interaction skills to Traditionalists, just over half of whom say their providers do not deliver well on the polite, knowledgeable in-person service they value. This group engages infrequently through digital channels—78 percent, for example, never use a mobile app or website to contact their bank—so in-person contact is the primary route to value-addition.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "958899ae-0906-4ff6-b8be-000ee2c98cb1",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.1,
        "w": 0.4,
        "x": 0.1,
        "y": 0.35
      },
      "kind": "title",
      "text": "They should leverage their physical footprint and integrate physical and digital services to meet customer needs more effectively.",
      "attrs": null,
      "subkind": "action-title",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "01315031-9c6f-4803-b75f-3f6c4ef830d9",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.1,
        "w": 0.4,
        "x": 0.1,
        "y": 0.2
      },
      "kind": "title",
      "text": "What does this mean for financial providers?",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "ba05146a-19eb-4c91-8c63-0a23542ba48e",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [
    {
      "metricRaw": "customers who never use mobile app or website to contact bank",
      "numberRaw": "78%",
      "numberKind": "percent",
      "actionTitle": "They should leverage their physical footprint and integrate physical and digital services to meet customer needs more effectively.",
      "calloutText": "78 percent, for example, never use a mobile app or website to contact their bank",
      "numberScale": null,
      "numberValue": 78,
      "metricFamily": "other",
      "numberCurrency": null
    }
  ],
  "tools": [
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019de0b7-d445-72ff-8940-b2afd363727f",
      "evidence": "Subtitle states recommendation about leveraging physical footprint and integrating channels.",
      "confidence": 88
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 48,
      "from": 22,
      "beatId": "019de0b7-c9c3-7438-8913-a0d5194edf6e",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Implications (So What)",
      "beatSlug": null,
      "evidence": "Five 'Customer Attitudes and Preferences' themes interpret findings.",
      "position": 2,
      "confidence": 85,
      "parentBeatName": null,
      "parentBeatSlug": null
    },
    {
      "to": 45,
      "from": 22,
      "beatId": "019de0b7-ca75-708e-a664-a162bde33bd8",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Solution & Approach",
      "beatSlug": null,
      "evidence": "Themes 1-4 propose ecosystem/personalization/data/omnichannel plays.",
      "position": 3,
      "confidence": 65,
      "parentBeatName": null,
      "parentBeatSlug": null
    }
  ],
  "loops": [
    {
      "to": 45,
      "from": 39,
      "name": "So What Cascade",
      "slug": "41-so-what-cascade",
      "bestFor": "Data presentations, executive summaries, driving to recommendations",
      "matchId": "019de0b7-cb8e-7414-8447-53961f023f28",
      "evidence": "Section opener → channel small-multiples p.40 → 'What does this mean' p.41 → GAFA framework p.45.",
      "position": 6,
      "objective": "Drive omnichannel data to GAFA / phygital recommendation",
      "structure": "The Data -> So What? (Insight 1) -> So What? (Insight 2) -> So What? (The Action)",
      "confidence": 82,
      "description": "Chain insights together, each answering 'so what?' until you reach the actionable conclusion"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}