2019 Annual Report

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2019 Annual report

Two-percent growth in customers. More disruptive innovations introduced to the market. A pioneer in sustainable finance. Progress on our digital transformation. Solid financial results. These are just some of the highlights of ING’s 2019. Read all the highlights here.

The proposed dividend distribution as reflected in the ING Group 2019 Annual Report is amended by the new information included in the press release of 30 March 2020.

Key Figures

Net result ING Group
+ 2 %
Underlying net result Banking
− 11 %
ING Group's underlying return on equity
9.4 %
Fully loaded CET 1 ratio ING Group
14.6 %
Underlying cost/income ratio ING bank
56.6 %
Net Promoter Score Retail Banking
Top Ranking
Climate Finance
€18.8 bln
Social Impact Finance
€0.7 bln
Sustainable Investment services
€9.3 bln
Customers felt financially empowered
25.9 mln

How we create value

Value creation model

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.

View our Value Creation Model


17 Jan 2019

Data driven: from bytes to business

It takes smart data scientists to turn ING into a data-driven bank. So what do we offer the most wanted professionals in today’s labour market? We asked ING’s chief analytics officer and three data crunchers working at ING.

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28 Mar 2019

Innovations that excite!

Employees at ING are working hard on developing dozens of new ideas to make your life simpler. So what are they? Here’s a sample of a few ING innovations that hit the marketplace in 2019.

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12 Apr 2019

Fintonic secures additional funding from ING Ventures

ING Ventures, the venture capital arm of ING, announced a further multi-million euro investment in Spanish-based fintech, Fintonic.

Fintonic is the leading finance app in Spain, and allows users to manage their personal finances better by solving their financing needs and helping them to save. ING led the €19 million funding round with contributions from 10 other investors. In doing so, ING increased its stake in Fintonic from 15 percent to 22 percent.

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18 Jul 2019

Branches that make you feel at home

Despite banking becoming increasingly digital, many customers still prefer personal contact when it comes to making important financial decisions. That’s why ING is changing its branches, making them even more personal, while equipping them to meet today’s digital needs.

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09 Aug 2019

TMB and Thanachart Bank agree to merge by year-end

TMB and Thanachart Bank (TBANK) announced that they will merge by the end of 2019 to become Thailand's sixth-largest bank. The approximately 130 billion baht transaction creates a financial institution with more than two trillion baht in assets serving 10 million customers.

ING is currently the largest shareholder in TMB with a 30 percent stake, and intends to maintain its position in the combined bank with a stake of about 21 percent.

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19 Sep 2019

ING takes next step on climate alignment

ING completed analysis of its lending portfolio in a move to steer it towards meeting the Paris Agreement’s well-below two-degree goal.

“With this first Terra progress report, we are living up to our promise on measuring climate impact, setting targets and steering our portfolio,” said CEO Ralph Hamers.“

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10 Oct 2019

Giving AI a kickstart in the Netherlands

ING announced that it had joined a taskforce to promote the development and acceptance of AI technology in the Netherlands.

It joined forces with Ahold Delhaize, KLM, NS and Philips to form Kickstart AI. In doing so, it hopes to bridge the AI gap between the Netherlands and countries, like the UK, US and China, that have made notable progress in this area. The taskforce also hopes to prevent the ‘brain drain’ of highly skilled AI professionals from the Netherlands to other countries.

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14 Nov 2019

CX Day: small things, big impact

Small changes can have a big impact for customers! Last week, close to 6,000 employees teamed up in 13 countries to think customer experience and ways to improve it.

ING’s first global customer experience day (CX Day) saw retail teams across the globe come up with the best ideas to make the customer experience more personal, easy and smart. While some teams pitched their ideas in front of a jury, others worked directly on implementing them.

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12 Dec 2019

Memories of 25 years: Romanian colleagues look back

It was ING in Romania’s 25th anniversary in 2019. Six colleagues who have been there since the early days, share their most memorable moments – and even reveal what they looked like then!

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20 Dec 2019

Pinar Abay - ready for a new challenge

ING announced that Pinar Abay is to become head of Market Leaders and a member of the Management Board Banking. After heading up ING in Turkey for the last eight years, Pinar is moving to Amsterdam and lead ING’s businesses in the Netherlands, Belgium and Luxembourg. Pinar talks about her new challenge and what defines success.

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