ING

Organising a bank for customer obsession


The Challenge

ING has the ambitious purpose of Empowering people to stay a step ahead in life and in business. In order to deliver the best customer experience. Embedding this meant adapting a new mindset and ways of working. This meant reorganising the bank’s structure, customer service approach and even hiring process based on tech practices


Our Approach

ORGANISATIONAL BENCHMARKING AGAINST COMPETITION AND BEST IN CLASS

ADAPT AGILE WAYS OF WORKING WITH MULTI-DISCIPLINED TEAMS

BUILD A CULTURE OF EXPERIMENTATION AND COLLABORATION


The Impact

Increased customer satisfaction (NPS)

Industry awards

Improved business performance


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