ING emphasizes that true digital transformation involves both technology and cultural shifts. With technology at its core since its inception in Spain in the 1980s, ING has evolved through rapid innovations. Technology is seen as a strategic lever rather than just a facilitator, providing agile and relevant services to clients.
The leadership at ING focuses on integrating technology and human resources for effective decision-making. The approach includes significant upskilling and reskilling of employees to adapt to future job requirements, reflecting a commitment to continuous development. This aligns with recent initiatives, such as the establishment of a new global innovation center in Madrid, which aims to foster technological talent growth over the next few years.
Generative AI plays a crucial role in transforming operational models and customer interaction at ING. Since launching an AI-driven chat service nearly a year ago, the bank has effectively managed numerous client interactions and aims to reduce routine tasks for employees, allowing them to focus on higher-value strategic projects. This technology-driven shift is projected to enhance productivity while redefining how the workforce operates within the organization.
👉 Pročitaj original: CIO Magazine
