ABA Banking Journal
No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
SUBSCRIBE
ABA Banking Journal
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
No Result
View All Result
No Result
View All Result
ADVERTISEMENT
Home Retail and Marketing

AV Experiences in Retail Banking

January 2, 2018
Reading Time: 4 mins read
AV Experiences in Retail Banking

By David Labuskes

The future of retail banking: the focus is local.

As the world becomes more digital, banking institutions are evolving to keep up with the needs and preferences of their customers and employees

At the 2017 ABA Annual Convention in Chicago this fall, the discussion on the power of audiovisual experiences in retail banking offered two case studies with a common theme:

In this era of online banking, retail branches continue to play a crucial role in their communities. And AV technology is critical to building bonds with those communities.

Here’s a summary of those case studies.

Bank of America’s retail “branch of the future” initiative.

Bank of America is, of course, a large bank with a personal philosophy (“Life’s better when we’re connected”) and a local vision that requires targeted in-branch communications.

Bank of America already had a network of 6,000 video displays in 38 states. For efficiency’s sake, it wanted to control content on those screens from a central location, but it also wanted to make each of those AV experiences relevant to each individual branch.

 

Now an intelligent content management system feeds information to branches about local:

  • Philanthropy
  • Enterprise programs
  • Sports
  • Community activities

Even ambient music is localized. The effect is an in-branch experience that is very much of the community.

AV technology plays other roles in connecting with customers. Video screens in Bank of America branches are installed strategically to help shape the in-branch visit, speeding people through the teller line, for instance, or encouraging them to dwell and engage in meaningful conversations with bank platform specialists—the kind of one-on-one interaction that can’t take place on a mobile device.

 

Bank of America has also piloted “branches of the future” in large U.S. cities. No cookie-cutter approach; the communication experiences are different, depending on location, with bright, high-definition video walls making important connections.

  • A video wall in New York enables self-service.
  • In San Francisco, it offers additional banking services.
  • In Boston, a branch’s video wall and bank concierge work in tandem to get customers where they need to go inside the bank.

In all three cases, audiovisual experiences foster connections.

PNC’s Fairfax Connection.

In Cleveland’s historic Fairfax neighborhood, PNC Bank has shown a more literal commitment to connecting with the community. PNC Fairfax Connection is not a bank—it’s not supposed to be. It’s a community center and an expression of PNC’s commitment to early childhood education and financial literacy.

ADVERTISEMENT

 

The bank was able to connect with an underserved urban community through audiovisual technology.

When people enter the center, a large screen welcomes them with information about events and available facilities. A large interactive map of the neighborhood engages visitors and prompts them to add their story—in words and images—to a digital tapestry celebrating the history and culture of Fairfax.

 

The center’s programs—chosen and designed by the community, not the bank—include audiovisual experiences for all age groups.

  • Children engage in learning experiences from around the country on a giant interactive screen.
  • Teenagers enjoy a state-of-the-art video production studio.
  • Adults develop technology skills.
  • Small business owners learn how to take their ventures online in a learning environment infused with AV technology.

As a community initiative, the PNC Fairfax Connection has been a notable success. So far, 6,500 people have signed up—about the population of Fairfax itself. Last year, 15,000 people visited from all over. In fact, this “non-bank” has been so successful that the community asked PNC to put an actual retail branch nearby.

 

And PNC got as much from the project as the community. The center has influenced PNC’s thinking about the retail branch experience. Today, actual PNC branches are getting similar community screens, so when customers walk in, they can make immediate connections—not necessarily with the bank, but with the community.

In short, PNC learned that audiovisual experiences can connect an institution to the communities it serves by telling great local stories.

David Labuskes is the CEO of AVIXA, the Audiovisual and Integrated Experience Association. AVIXA represents the $178 billion global commercial AV industry, and produces InfoComm trade shows around the world. It hosted a discussion at the 2017 ABA Annual Convention in Chicago. For more detail on these and other case studies, download AVIXA’s recent report, The Power of Integrated AV Experiences in Banking.

Tags: Audio visualBranch designBranch strategy
ShareTweetPin

Related Posts

Podcast: Old National’s Jim Ryan on the things that really matter

Podcast: Old National’s Jim Ryan on the things that really matter

ABA Banking Journal Podcast
June 12, 2025

Jim Ryan has led Old National Bank to 250% asset growth. On the podcast, the ABA American Bankers Council chair discusses the bank's growing profile and footprint, his views on deposit insurance reform and the experience of leading...

Bank community engagement: Yes, you can help bank veterans

Bank community engagement: Yes, you can help bank veterans

Retail and Marketing
June 9, 2025

AMBA partners with the ABA Foundation to recruit banks to provide our nation’s veterans access to safe, reliable and flexible financial products and services.

FHFA finalizes strategic plan for 2022-2026

Marketing Money Podcast: Why leadership matters more than likes

Retail and Marketing
June 6, 2025

For bank marketers, the value of being strategic is great.

Looking for trouble?

Podcast: What bankers need to know about ‘First Amendment audits’

ABA Banking Journal Podcast
June 5, 2025

"First Amendment auditors" have long tried to provoke public officials into stopping them from recording in public settings. Now, some auditors are targeting banks.

ABA: Proposed quality control rule for AVMs would overburden banks

Bank survey: Uncertainty weighing on prospective homebuyers

Community Banking
June 4, 2025

Roughly 60% of current homeowners and prospective homebuyers are uncertain whether now is a good time to buy a home, up from 48% two years ago, according to a recent survey by Bank of America.

Looking for trouble?

Looking for trouble?

Compliance and Risk
June 4, 2025

So-called ‘First Amendment auditors’ target bank employees with provocative filming. Here are tips on responding.

NEWSBYTES

ABA, associations urge CFPB to rescind changes to adjudication process

June 13, 2025

ABA DataBank: May inflation cooler than expected, but still above Fed’s 2% target

June 13, 2025

Consumer sentiment rebounds in June

June 13, 2025

SPONSORED CONTENT

AI Compliance and Regulation: What Financial Institutions Need to Know

Unlocking Deposit Growth: How Financial Institutions Can Activate Data for Precision Cross-Sell

June 1, 2025
Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

April 25, 2025
Outsourcing: Getting to Go/No-Go

Outsourcing: Getting to Go/No-Go

April 5, 2025
Six Payments Trends Driving the Future of Transactions

Six Payments Trends Driving the Future of Transactions

March 15, 2025

PODCASTS

Podcast: Old National’s Jim Ryan on the things that really matter

June 12, 2025

Podcast: What bankers need to know about ‘First Amendment audits’

June 5, 2025

Podcast: Accelerating banking for quick-service restaurants

May 8, 2025
ADVERTISEMENT

American Bankers Association
1333 New Hampshire Ave NW
Washington, DC 20036
1-800-BANKERS (800-226-5377)
www.aba.com
About ABA
Privacy Policy
Contact ABA

ABA Banking Journal
About ABA Banking Journal
Media Kit
Advertising
Subscribe

© 2025 American Bankers Association. All rights reserved.

No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive

© 2025 American Bankers Association. All rights reserved.