ING

Designing the omnichannel branch of the future

What they wanted

ING is a global financial institution with a European base servicing customers in over 40 countries. With over 8 million customers ING is the largest consumer bank in The Netherlands. Given the rapid change of customer expectations and the focus of the bank on digital, ING wanted to develop a future-proof design of the omnichannel branch.

What we did

SparkOptimus supported ING by combining key relevant trends, ING strategy and SparkOptimus expertise and translating this into the role of the future branch within the customer omnichannel journey. In a joint effort with the broader organization the design was detailed by defining the key value drivers and requirements and by setting ambitions on the requirements of the branch and the capabilities of ING

What we achieved

SparkOptimus delivered a widely-supported branch design to service customers in the future in their omnichannel journey. Short, medium and long terms ambitions were specified with clear requirements and actionable steps.

What they said

“SparkOptimus strengthened our strategic plan by challenging with a strong outside in perspective and added very valuable (basic and) innovative views, which not only resulted in a solid strategic ambition but also in the tactical roadmap for succesfull implementation

– Philippine Risch, Director Branches ING NL