Ethical Performance
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ING’s 2016 Integrated Annual Report highlights financial and non-financial progress


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We’re all busier than ever before. The world is changing at a faster pace, which creates challenges for people, but also offers new opportunities to serve them better.

ING’s 2016 Integrated Annual Report is built on the theme “Accelerate”, reflecting the accelerating pace of change in technology and other areas impacting customers' lives and their expectations from financial service providers.

The theme also expresses how digital banking leader ING is accelerating its Think Forward strategy to ensure it stays relevant to customers in this changing environment. Did you know that digital channels accounted for 98% of ING’s contact with retail customers in 2016? That’s just one example of how the world has moved beyond traditional banking.

ING took steps in 2016 to provide customers with a differentiating experience. These included the development of more tools that make financial planning and decision-making easier. My Money Coach, launched last year by ING in Spain, is a free digital adviser that helps customers create a personalised plan to achieve their savings, investment and retirement goals. Similar tools are part of ING’s offering or are being developed in Belgium, France, the Netherlands and Poland.

ING also introduced tools to improve the customer experience on mobile devices, and continued to develop instant lending platforms for both consumer and SME lending. In Wholesale Banking, ING expanded the reach of its digital cross-border banking platform InsideBusiness.

These are just a few examples mentioned in the report. Similar to previous years, the report combines ING’s financial and non-financial performance, as sustainability is an integral part of ING’s strategy and embedded in its business. The report also looks at how ING aims to create value over time and how the Think Forward strategy addresses the challenges, risks and opportunities ING faces in a fast-changing world.

Read ING’s 2016 Integrated Annual Report here:

For feedback or enquiries contact ING Corporate Communications.

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