2017 Annual Report - Empowering people

Our customers’ world isn’t standing still and neither is ours. Rapid technological advances are changing their behaviour. They now expect the same personal, instant and seamless experience from their bank that they get from other digital providers. To keep meeting their expectations, we’re speeding up our digital transformation. So we build a bank that will be relevant for our customers, now and in the future.

Key Figures

Financial
Non-financial
Net result ING Group
+ 5 %
Underlying net result Banking
- 0.4 %
ING Group's underlying return on equity
10.2 %
Fully loaded CET 1 ratio ING Group
14.7 %
Underlying cost/income ratio ING bank
55.5 %
Net Promoter Score Retail Banking
Top Ranking
Climate Finance
14.6 bln
Social Impact Finance
0.5 bln
Sustainable Assets under management (SAuM)
4.8 bln
Customers felt financially empowered
25.4 mln

How we create value

The role of a financial institution is to support and promote economic, social and environmental progress leading to a better quality of life for people in society, while generating adequate returns for shareholders. This is what the value we create for and with our stakeholders, such as customers and shareholders, should be about. How we create value is illustrated in our Value Creation Model.

Highlights

16 Nov 2017

From bowler hat to hipster bun

Bowler hats in the 1960s. Pin stripe suits and braces in the 1980s. Banking stereotypes have existed for centuries. But banks have changed and a new set of skills are needed. So what does it take to be a banker in 2017? Who are they, what did they study and what are they working on? An interview with the bankers of the future and the Bank’s Chief HR Officer.

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25 Oct 2017

Venturing into new territory

ING announced the formation of a EUR 300 million venture capital fund to invest in financial technology (fintech) start-ups. The fund targets ‘seed’ start-ups as well as scale-up companies and gives them not only the financial means to fuel their growth, but access to over 36 million customers, a strong brand, the technological know-how of employees and an international presence.

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16 Oct 2017

The Best Bank in the World!

In presenting ING with the title of Best Bank in the World, editor of Global Finance magazine Gordon Platt argued that ING has been “head of the curve in adopting digital technology and a culture of innovation”.

“It is ‘the bank of the future’, with a clearly defined goal of converging toward a single digital banking platform that is globally scalable,” said Platt.

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14 Sep 2017

Germany goes robo!

Speaking of Scaleable, ING in Germany announced that it had joined forces with Anglo-German digital investment manager Scalable Capital to offer customers online wealth management services.

In what is commonly referred to as ‘robo advice’, German customers with over EUR 10,000 can get access to a well-diversified global investment portfolio online. The customer only has to decide on the total euro amount invested and not be bothered with asset allocation or product selection.

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05 Sep 2017

You’d better THINK!

It was US economist Charles Wheelan that said economics was like gravity. Ignore it and you’ll be in for some rude surprises. Now there’s no reason to ignore it with all of ING’s economic analysis available on one new website, THINK. With clear stories and more videos, THINK makes the complex understandable. It raises the questions you want to know and doesn’t just explain what happened yesterday, but looks into the future. And it’s not just take the macro perspective either. It also zooms in on the mysteries of consumer behaviour.

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29 Aug 2017

It’s not you, itsme!

Remembering dozens of digital passwords is nobody’s hobby. But help, at least in Belgium, is on its way with development of the app itsme. Launched in 2017, itsme is the first digital identity to potentially replace all passwords on the web. All Belgian citizens need to start using it is the app, a five-digit PIN and a SIM card. ING in Belgium played an important role in the development of the app which potentially can benefit all Belgians.

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18 Aug 2017

From ING Direct to ‘just’ ING

With the help of a Hollywood star and a funky birthday video, Australia and Spain made the move from ING Direct to ING. The two countries were the first to make the transition ING Direct to ‘just’ ING. The move paves the way for other ING countries to be part of one single global brand, one that fits ING’s want to create the same experience for customers across the globe?

Hollywood star Isla Fisher once again teamed up with Australia for a series of television commercials while in Spain they produced a heartfelt birthday video ‘1 and 8’.

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10 Aug 2017

Teamwork … 20 years on

More and more these days we’re asked to collaborate. But do we even know what it means? And should we automatically assume it is it always a good thing? London Business School Associate Professor Kathleen O’Connor, currently training up to 5,000 ING managers in the Think Forward Leadership Experience, has the answers.

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05 Jul 2017

Groundbreaking HQ

“We need a different work environment, one that fits ING’s identity and strategy. It’s not just about a new building, but a campus that’s open, inspiring and informal, encouraging flexible working and collaboration, and integrating with the community around it. These are the words of CEO Ralph Hamers at the planting of the first tree at ING’s new headquarters in Amsterdam.

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19 Apr 2017

Philips loan linked to sustainability performance

ING teamed up with fellow Dutch multinational Philips on an innovative sustainable deal. The loan construction was created together and sees the interest rate coupled with the company’s sustainability performance and rating. If the sustainability rating goes up, the interest rate goes down - and vice versa.

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