Ing Groep N.v. · EURONEXT:INGA
Ing Groep — Investor Day (June 2024)
12 slides from Ing Groep's investor day presentation, Jun 17, 2024
Slide 1: Growing the difference
Growing the difference Accelerating growth, increasing impact, delivering value Capital Markets Day 2024 Marnix van Stiphout, Tech & Operations 17 June 2024
Slide 2: A leading digital bank, enabled by Tech & Operations
A leading digital bank, enabled by Tech & Operations Who we are Seamless digital services Scalable Safe, secure & reliable Cost efficient ▪ #1 NPS in 5 Retail ▪ 34% of operations ▪ 99.6% digital channel ▪ ~40% of total cost base Banking markets1) centralised in hubs availability in Retail in Tech &
Slide 3: We are building and rolling out scalable foundational capabilities
We are building and rolling out scalable foundational capabilities Where we are now A strong foundation built on proven principles Evidenced by the progress on our 2025 targets 2021 2023 2025 Tech Serviced from hubs Modular Workload on private cloud 34% 63% >70% ✓ Adoption of shared engineering plat
Slide 4: Consolidation and digitalisation are driving operational efficiency
Consolidation and digitalisation are driving operational efficiency Where we are now Scalability examples Operational efficiency Retail Banking 79% 2021-2023 43% Onboarding Private Individuals STP rate in ING Netherlands (%) ~14% 2021 2023 57% Consumer Lending ~6% STP rate in ING Netherlands (%) 9%
Slide 5: In Tech we further leverage and expand our foundations
In Tech we further leverage and expand our foundations Our strategic priorities Our scalable platform foundation Further growing the platform Today Tomorrow WB WB Local Local Local Local Global Local Local Local Local Global … … + + + + + + + + + + ▪ Product solutions ▪ Customer interaction Touchpoi
Slide 6: Continue building and scaling our Tech platform
Continue building and scaling our Tech platform Our strategic priorities Increasing deployment via our Tech platform To further scale and enhance operational resilience Increased productivity WB Shorter time-to-market Local Local Local Local Global … Increase # of engineers on + + + + + shared engin
Slide 7: Operations benefits from our scalable capabilities and digital expertise
Operations benefits from our scalable capabilities and digital expertise Our strategic priorities Increasing our scalability Focusing on our must-wins to further boost productivity and raise CX1) & EX1) Retail Wholesale Scope2) Banking Banking Processes end-to-end digitalisation ▪ Removing customer
Slide 8: Zoom in: digitalisation for contact centers & mortgages
Zoom in: digitalisation for contact centers & mortgages Our strategic priorities Contact center Mortgages Remove customer friction moments, resulting in reduced Ambition to further increase automation and digitalisation, contact frequency1). Leveraging our status as early adopter towards full STP fo
Slide 9: Unlocking superior value for customers and efficiency
Unlocking superior value for customers and efficiency Our strategic priorities Key priorities To support our strategy Seamless digital experience Digi Index score1) Processes Increased productivity >85% by 2027 versus 71% in 2023 People Consistent high quality Improving FTE over customer balances2)
Slide 10: Increasing efficiency while continuing to invest in the future
Increasing efficiency while continuing to invest in the future Our strategic priorities Our cost base Investing efficiency gains in future growth Expenses1) (in € bln) Operations Further digitalisation and platform adoption Absolute reduction in yielding enhanced CX and efficiency, Operations costs
Slide 11: Our targets confirm our ambition to be the best European bank
Our targets confirm our ambition to be the best European bank Our targets To be the best European bank by Digi Index Improving FTE over Increase # of engineers Increase # of score customer balances on shared engineering shared solutions by 2027 2023-2027 platform used within ING >85% >10% Structural
Slide 12: Important legal information
Important legal information ING Group’s annual accounts are prepared in accordance with International Financial Reporting Standards as adopted by the European Union (‘IFRS- EU’). In preparing the financial information in this document, except as described otherwise, the same accounting principles ar