How an agile ‘learn and evolve’ culture is future-proofing ING

Agile squads, a flatter organisational structure, decentralised decision-making, improved data accessibility. These are just a few of the changes ING made to stay competitive in the aftermath of the global financial crisis.

And they are changes that have enabled the Dutch bank to adapt at speed to the Covid crisis, says Marco Eijsackers, Global Head of Digital Transformation at ING.

At the heart of this strategy is customer experience, and the ability to adapt to improve that experience. “It is really all about a seamless journey,” says Eijsackers. “People live their lives on their mobile phones, so that is where you need to be — in this case as a bank.”

So what does it take to create a truly adaptable organisation? And how have businesses like ING used their data to transform their operations and improve customer experience?

In this interview, Eijsackers joins Megan Wright, Senior Editor at Longitude, to answer these questions based on ING’s experience and tell us what he has learned along the way.

Fujitsu: Building adaptability through human-centric innovation

To survive and thrive in times of rapid disruption, being able to continuously evolve at pace is essential. Through human-centric innovation, Fujitsu helps organizations worldwide to accelerate iterative yet holistic change that increases business, customer and societal value.

Find out more about Fujitsu and our enterprise transformation capabilities below. From Cloud and Applications, to Data and Emerging Technology Services; we can co-create your ideal solution for an adaptive future.