As a global retail and wholesale bank with a strong European base, our goal is to become the best European bank: most loved, most valued and most impactful across our markets. Our strategy to achieve this is called ‘Growing the difference’, where we focus on providing superior value to our customers and putting sustainability at the heart of what we do.
Superior customer value
Banking is a relationship just like any other, and the best relationships are those in which people feel valued, confident, empowered and in control. That’s how we want customers to feel at every step with us. Growing the difference means focusing more specifically on growing customer value, moving from more one-size fits-all services to a more tailored approach for different customer segments. In Retail Banking, that means giving our customers the right services, at the right time, in the right way. In Wholesale Banking, we aim to provide even more value to our clients by growing as their strategic partner and core bank.
Sustainability at the heart
We have a role in society to define new ways of doing business that align with economic growth and social impact. Climate change is one of the world’s biggest challenges, threatening life on our planet, including its people, many of whom also struggle with inequality, poor financial health and a lack of basic human rights. ING wants to build a sustainable future for our company, our customers, society and the environment. We aim to lead by example by striving for net zero in our own operations. And we play our part in the low-carbon transformation that’s necessary to achieve a sustainable future, aiming to steer financing towards meeting global climate goals and working with clients to achieve their own sustainability goals.
Four enabling priorities
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Providing seamless, digital services. We can serve our customers better if we use ‘always-on’ channels, providing data-enabled personalised experiences and end-to-end digital processes, with human intervention only where needed or desired. |
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Using scalable technology and operations. A technology and operations foundation that is modular and scalable brings many benefits, including superior customer experience and safety. |
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Staying safe and secure. Trust is the starting point, the most basic requirement, for all stakeholders. That’s especially true for a digital-first bank like ING. People trust us with their money and with their data. Keeping it safe and maintaining this trust are crucial. |
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Unlocking our people's full potential. We want to attract, develop and retain the right fit-for-future talents and skills. We believe our people can thrive in a diverse, inclusive environment, where a superior employee experience can help unlock their time and energy to grow the difference. |