Structurally renewing the customer relationship
ING is a global financial institution with a European base serving 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.
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 has been detailed by defining the key value drivers and requirements and by setting ambitions on the requirements of the branch and the capabilities of ING.
SparkOptimus delivered a widely-supported branch design to serve customers in the future in their omnichannel journey. Short, medium and long-term ambitions have been specified with clear requirements and actionable steps.
“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 successful implementation”
Philippine RischDirector Branches ING NL