Truist has a five‑year plan to invest significantly in expanding in its fast‑growing markets, including its home base of Charlotte, the bank said Wednesday. The bank’s expansion includes opening 100 branches, renovating over 300 existing ones, enhancing digital capabilities and hiring more advisors to help customers with complex financial needs. Along with Charlotte, the company aims to attract new customers and deepen relationships in key locations like Atlanta, Austin, Texas, Dallas, Miami, Orlando, Philadelphia and Washington, D.C.

“This significant investment demonstrates Truist’s continued commitment to grow with our clients at every step of their financial journey and strengthen market share in some of the most dynamic areas of the country,” Truist CEO Bill Rogers said in Wednesday’s announcement. Truist has not yet formalized its plan about where branches will open, according to the bank. Truist’s focus on customer experience will include personalized digital and in‑branch experiences, advanced fraud prevention, AI‑powered digital assistants and real‑time financial insights. Truist also is enhancing customer experience through personalized digital and in‑branch services, and AI‑powered assistants and real‑time financial insights to reach “affluent customers.”

Over 70% of affluent and high net worth customers prefer digital transactions and 63% visit branches three or more times a year, Dontá Wilson, Truist chief consumer and small business banking officer, told The Charlotte Observer on Wednesday. While customers want to use digital technology with AI‑driven insights to help make financial decisions, they also want a place to meet with an expert in person for financial advice about complex financial needs. Truist is focused on leaning into the intersection of digitally empowering clients and maintaining bank‑client relationships. “We’re in that sweet spot of being able to be super local but also have scale enough to invest in the things they need from a technology perspective,” Wilson said. Truist and Wilson declined to say how much the bank is investing in the five‑year plan. Truist has over 1,900 bank branches in 17 states, primarily in the Southeast as well as in Indiana, Maryland, New Jersey, Ohio and Pennsylvania.

## Other bank expansions around Charlotte

Several other banks have announced Charlotte expansions. On Wednesday, U.S. Bank opened its seventh Charlotte branch at 1801 South Blvd. and plans to open another branch in Matthews next year. Last month, Florida‑based BankUnited Inc. made its Charlotte debut hiring three corporate banking and commercial real estate executives here. BankUnited is eyeing SouthPark for its first branch. Other banks growing in Charlotte include the largest U.S. bank, JPMorgan Chase, Ohio‑based banks Huntington National Bank and Fifth Third Bank, Pittsburgh‑based PNC Bank and Texas‑based USAA. Citigroup Technology, a division of the investment bank and financial services firm Citigroup, also said this month it will invest $16 million and hire 510 more workers by 2027 in Charlotte.

## Ways Truist is focusing on the customer experience

Truist’s plans for current and future investments for a distinctive customer experience include:

- Personalized digital and branch experiences: Using artificial intelligence to deliver tailored real‑time insights online and in branches.
- Enhanced fraud prevention: Digital and in‑branch ID verification tools and AI models that check for unusual activity and threats.
- Real‑time financial insights: AI‑driven Truist Insights platform helps customers with cash flow summaries, income and expense analysis, balance monitoring and subscription management.
- Customer feedback: Truist Client Pulse, a patent‑pending AI tool will gather customer feedback from millions of conversations to quickly identify and address customer needs.
- Improved digital tools: New tools include smarter appointment scheduling, a simpler account opening process and access to digital planning and tracking tools.
- Modernized ATMs: Updating the ATM with more tailored offerings like multi‑denominational cash withdrawals.

## About Truist

Truist was formed six years ago with the $66 billion merger of BB&T based in Winston‑Salem and SunTrust Banks in Atlanta. By 2022, Truist opened its first branch in uptown Charlotte in the same building as its headquarters at 214 N. Tryon St., and converted existing SunTrust and BB&T branches to Truist. As part of Truist’s restructuring, this summer the bank began expanding its commercial and corporate banking sectors with several new hires and employee appointments. Truist is recruiting to expand coverage in key areas, including consumer and retail, energy and infrastructure, financial institutions, healthcare, industrials and services, media and telecom, and technology. Truist reported total revenue of $5 billion for the second quarter ending June 30, up from revenue loss of $1.68 billion the same time last year, marking a strong turnaround. Truist has about 40,000 employees companywide and more than 3,000 workers in the Charlotte area.

Truist Expansion Targets Charlotte and Other Affluent Cities with 100 New Branches

Truist announced a five‑year growth plan that will add 100 new branches, renovate more than 300 existing ones, and invest in digital and AI‑powered customer experiences. The expansion focuses on affluent markets such as Charlotte, Atlanta, Austin, Dallas, Miami, Orlando, Philadelphia and Washington, D.C., while the bank also plans to enhance fraud prevention, real‑time insights and personalized services.