DUTCH financial giant ING Bank has been making significant investments in technology to allow its clients to “stay a step ahead in life and in business,” said Mohamed Keraine, head for retail banking at ING Bank in Manila.
Known around the globe for its “branchless banking” model, ING recently introduced its all-digital retail business in the Philippines so Filipino clients can experience the convenience of the mobile-only banking platform.
Speaking at the first Customer Centricity Briefing at the Bangko Sentral ng Pilipinas (BSP) last March 14, Keraine said ING is not the type of bank that will push clients to a certain behavior. Instead, it empowers clients through technology. “Putting the focus on satisfying customer needs and being customer-centric is what drives innovation at ING Bank,” he added.
With the fast-paced life that people now have, banks should keep up by providing digitally linked services, which customers can access anytime, anywhere. “We want to be where customers are, and they are in mobile,” said Keraine.
Since the introduction of ING’s mobile banking service last November, he said the bank has been getting positive feedback from early adopters but continues to “think of ways on how to improve” this service. In this regard, customer interaction is a must. “More interactions give us an opportunity to learn more about our customers and to better serve their needs,” he said.
The platform model is also a vital part of the digital transformation within ING, which has been going on for four years, with a strong focus on innovation. (PR)