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      "text": "1. Cost to serve defined as total CCB expense less investments, auto lease depreciation, legal losses, and FDIC surcharge. Cost to serve efficiency ratio reflects cost to serve expense divided by revenue net of auto lease income\n2. Includes employees and contractors. 2014 excludes Commercial Card headcount. During 3Q18, ~1,200 employees transferred from CCB to CIB as part of the reorganization of the Commercial Card business\n3. Reflects transactions within Consumer Banking in 2018\n4. Reflects changes from 2014 to 2018\n5. Includes calls from Consumer Banking, Credit Card, and Auto customers",
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      "text": "Notes on slide 7 – Our investments made it easier for customers to self-serve and enabled operational efficiencies and workforce transformation, which have lowered costs",
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