{
  "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": 28,
  "pageCount": 38,
  "prevPage": 27,
  "nextPage": 29,
  "slideType": "recommendation",
  "function": "recommend",
  "density": "dense",
  "nDataPoints": 0,
  "notes": "The slide uses a three-column layout to discuss the rationale for branch reinvention and specific implementation strategies.",
  "elementsJson": [
    "headline_text",
    "action_title",
    "paragraph",
    "footnote"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a167-d50ae18c1f4e/28",
  "deckHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e#slide-28",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "When branches close, frustration grows because customers feel they have no real alternative to solve some of their thorniest challenges.",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-a672-7739-9ce9-20dd4f99b3fa",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "PNC branches: 2,200",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-a672-7739-9ce9-25e7800cd3b8",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.22,
        "x": 0.71,
        "y": 0.94
      },
      "kind": "other",
      "text": "Banking Consumer Study 2025 | Where is the love? | 28",
      "attrs": null,
      "subkind": "unclassified",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "5828a0db-d7d1-4906-b6e3-f5856e4f956e",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.02,
        "w": 0.4,
        "x": 0.07,
        "y": 0.94
      },
      "kind": "other",
      "text": "Building on close connections | Reassure me | Remember me | Delight me | Reward me",
      "attrs": null,
      "subkind": "unclassified",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "baab7620-a4ce-406c-89cc-61c56c274473",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.55,
        "w": 0.86,
        "x": 0.07,
        "y": 0.35
      },
      "kind": "paragraph",
      "text": "When branches close, frustration grows because customers feel they have no real alternative to solve some of their thorniest challenges. To modernize branch strategy, consider tailoring branches to locations. Urban areas may benefit from self-service kiosks and advisory hubs, while suburban branches could offer a hybrid of digital and personal service. In rural locations, where digital adoption is lower, branches should focus on personal relationships and financial education. Some global banks, like JPMorganChase, Bank of America and PNC, are carefully expanding their branch networks not only to maintain a physical presence, but also to gain a competitive edge beyond pricing and better serve customers who are less digitally inclined. In the US, there’s an inverse relationship between branch presence and deposit beta, meaning that banks with more branches rely less on raising deposit rates to attract and retain customers. PNC, with 2,200 branches in 28 states, has implemented a multi-format strategy to meet evolving customer needs. By offering four branch types, PNC expands its market reach, optimizes costs and boosts customer engagement while ensuring accessibility and service quality. Mobile branches, which are 40-foot trucks, visit communities affected by branch closures, natural disasters, college move-ins and seasonal festivals, offering mobile ATMs and financial advice. Traditional branches serve as ‘Centers of Advice,’ where the focus is on building relationships between tellers and customers to address complex financial needs, while also integrating digital and self-service tools. Additionally, PNC operates solution centers in urban markets, each spanning 2,500 square feet and adopting a digital-first approach with minimal staff, featuring mobile workstations, ATMs, kiosks and concierge-style financial planning. Lastly, tiny branches, 160-square-foot pop-ups located in high-traffic areas, serve as pilots to assess the demand for permanent locations, offering self-service banking and financial consulting for account openings, credit issues and loan referrals.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "e44abfb9-9aa9-4b42-8ddb-3edc8456e59d",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.04,
        "w": 0.15,
        "x": 0.07,
        "y": 0.11
      },
      "kind": "title",
      "text": "Actions to help",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "27e76479-1cc3-42b6-860f-f57132593ee7",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.07,
        "w": 0.35,
        "x": 0.07,
        "y": 0.22
      },
      "kind": "title",
      "text": "04 Reinvent physical branches",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "493ecca2-e73e-46fb-ad1d-eaf97e9d1d1b",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [
    {
      "metricRaw": "PNC branches",
      "numberRaw": "2,200",
      "numberKind": "plain",
      "actionTitle": "Reinvent physical branches",
      "calloutText": "When branches close, frustration grows because customers feel they have no real alternative to solve some of their thorniest challenges.",
      "numberScale": null,
      "numberValue": 2.2,
      "metricFamily": "other",
      "numberCurrency": null
    }
  ],
  "tools": [
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019dd95a-0bbb-77da-b1d2-3454c0baf7cc",
      "evidence": "Imperative title 'Reinvent physical branches'",
      "confidence": 85
    },
    {
      "name": "Before-After-Bridge",
      "slug": "before-after-bridge",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "f0374aed-63aa-4e9a-9b09-10e03b294468",
      "evidence": "When branches close, frustration grows because customers feel they have no real alternative to solve some of their thorniest challenges.",
      "confidence": 0.6
    },
    {
      "name": "Concrete Language",
      "slug": "concrete-language",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "019dd95a-0bbb-77da-b1d2-38692988ac34",
      "evidence": "2,200 branches stat anchors the claim",
      "confidence": 65
    }
  ],
  "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
}