{
  "docId": "019dd923-5de0-76bd-a167-d50ae18c1f4e",
  "docSlug": "426832e70272fe9b",
  "documentTitle": "Banking Consumer Study 2025",
  "authorId": "Accenture",
  "authorName": "Accenture",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 24,
  "pageCount": 38,
  "prevPage": 23,
  "nextPage": 25,
  "slideType": "industry_trends",
  "function": "analyze_data",
  "density": "overcrowded",
  "nDataPoints": 4,
  "notes": "The slide highlights a disconnect between bank branch closures and persistent consumer demand for physical presence.",
  "elementsJson": [
    "headline_text",
    "paragraph",
    "bar_chart_vertical",
    "subtitle_text",
    "footnote"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a167-d50ae18c1f4e/24",
  "deckHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e#slide-24",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "Yet 64% of banking consumers still rely on branches for conflict resolution when they can't find a way to resolve an issue online. And 65% of customers still see branches as symbols of stability, a sentiment that spans generations.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-a672-7739-9ce8-b084ad58d77e",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.45,
        "w": 0.38,
        "x": 0.548,
        "y": 0.26
      },
      "kind": "chart",
      "text": "Bar chart showing 66%, 65%, 65%, 63% for Baby Boomers, Gen X, Gen Y/Millennials, and Gen Z respectively.",
      "attrs": null,
      "subkind": "bar-vertical",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "3be2b0d2-67dc-4a32-b142-e66a40f6da54",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "Customers who agree branches confirm bank stability and availability: 66%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-a672-7739-9ce8-b4a20b13f286",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.7,
        "w": 0.4,
        "x": 0.07,
        "y": 0.12
      },
      "kind": "paragraph",
      "text": "Moreover, while a truly seamless banking experience requires the integration of digital and in-person channels, banks are continuing to close branches. In the past decade, branch numbers have been down by 40% in Europe and 24% in the US. Yet 64% of banking consumers still rely on branches for conflict resolution when they can't find a way to resolve an issue online. And 65% of customers still see branches as symbols of stability, a sentiment that spans generations (Figure 6). We saw this sentiment reflected in our survey two years ago, and despite rapid digitalization, customer preference for banks with a physical presence remains just as strong as it was then. The solution lies in rethinking how various channels work together. Customers should not have to start over when moving from digital to in-person interactions. Conversations should continue seamlessly across channels. Whether applying for a loan, disputing a charge or following up on an inquiry, customers expect their bank to remember past interactions and pick up where they left off. Gen AI can play a key supporting role here, by anticipating needs, reducing repetition and making interactions feel more natural.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "6f33d2e3-5973-4164-a0b6-f405d71a8de6",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.25,
        "x": 0.548,
        "y": 0.82
      },
      "kind": "source-note",
      "text": "Source: Accenture Global Banking Consumer study, 2025",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "7b75f3a5-04c0-44a0-a1b6-b1c646f63e14",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.06,
        "w": 0.4,
        "x": 0.548,
        "y": 0.17
      },
      "kind": "subtitle",
      "text": "Percentage of customers that agree or strongly agree that they like seeing banking branches in their neighborhood as it confirms a banks' stability and availability",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "93eb00b0-ed70-4e8c-9e2e-656561e22459",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.03,
        "w": 0.35,
        "x": 0.548,
        "y": 0.12
      },
      "kind": "title",
      "text": "Figure 6: Perceptions about banking branches",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "7e999aac-a8cf-423b-8f4c-4e227f05bdf4",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [
    {
      "metricRaw": "Customers who agree branches confirm bank stability and availability",
      "numberRaw": "66%",
      "numberKind": "percent",
      "actionTitle": null,
      "calloutText": "Yet 64% of banking consumers still rely on branches for conflict resolution when they can't find a way to resolve an issue online. And 65% of customers still see branches as symbols of stability, a sentiment that spans generations.",
      "numberScale": null,
      "numberValue": 66,
      "metricFamily": "other",
      "numberCurrency": null
    }
  ],
  "tools": [
    {
      "name": "2x2 matrix",
      "slug": "matrix-2x2",
      "agent": null,
      "layer": "slide",
      "matchId": "1912bc10-fe47-4644-b0fb-06a1672b4065",
      "evidence": "chart/bar-vertical: Bar chart showing 66%, 65%, 65%, 63% for Baby Boomers, Gen X, Gen Y/Millennials, and Gen Z respectively.",
      "confidence": 0.5
    },
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019dd95a-0bbb-77da-b1d2-1b62c534d400",
      "evidence": "Callout asserts 64% rely on branches and 65% see them as stability",
      "confidence": 70
    },
    {
      "name": "Audience Segmentation",
      "slug": "audience-segmentation",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "8d23210a-b005-4aac-9016-67a7607da040",
      "evidence": "We identified three distinct mindsets across the customers we surveyed, each with unique preferences and emphasis on these drivers.",
      "confidence": 0.7
    },
    {
      "name": "Chart Selection Guide",
      "slug": "chart-selection-guide",
      "agent": "Designer",
      "layer": "slide",
      "matchId": "019dd95a-0bbb-77da-b1d2-14333ec478f9",
      "evidence": "Figure 6 generation-by-generation bar chart of branch sentiment",
      "confidence": 85
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 34,
      "from": 12,
      "beatId": "019dd95a-0680-7418-8208-93832433f2a3",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": "consultants-gambit-evidence-proof",
      "evidence": "Each driver section: diagnostic stat + recommendations + named bank case studies",
      "position": 4,
      "confidence": 88,
      "parentBeatName": "Evidence",
      "parentBeatSlug": "evidence"
    },
    {
      "to": 30,
      "from": 13,
      "beatId": "019dd95a-0680-7418-8208-9fe0e59bdcd1",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Implications (So What)",
      "beatSlug": "triple-take-the-implications-so-what",
      "evidence": "Diagnostic stats per driver: 46%, 72%, 21%, 53% gaps",
      "position": 2,
      "confidence": 65,
      "parentBeatName": "Reflection",
      "parentBeatSlug": "reflection"
    }
  ],
  "loops": [
    {
      "to": 28,
      "from": 22,
      "name": "Aha Moment",
      "slug": "03-aha-moment",
      "bestFor": "Data-heavy sections, research findings, analytical arguments",
      "matchId": "019dd95a-07fd-712f-b772-63bb2c3160b9",
      "evidence": "Only 21% see service as value driver despite being #2 advocacy driver -> 4 service recommendations",
      "position": 4,
      "objective": "Reveal service is the under-valued advocacy driver and prescribe how to elevate it (Delight me)",
      "structure": "The Problem/Question -> What the Data Shows -> The Insight",
      "confidence": 78,
      "description": "Establish a tension, present data, then deliver the insight that changes everything"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}