ING Netherlands lacked speed, dynamism, and customer-centricity. To better position themselves to respond to digital trends and customer expectations, ING undertook a large organizational transformation.
The transformation involved moving away from its traditional organizational model to a business model inspired by Spotify. Instead, multi-disciplinary, autonomous teams with a mix of marketing specialists, product and commercial specialists, UX designers, data analysts, and IT engineers had end-to-end responsibility for specific customer outcomes. The result was a more flexible increased NPS with customers, faster time to market, increased productivity and increased engagement with employees. ING also became the most attractive workplace to work for, from 3rd to 1st place.
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