Reshaping client engagement in banking through technology

For much of history, the technology used in banking remained mostly unchanged, reliant on basic tools such as abacuses and ledgers for calculations and record-keeping. The advent of computers marked a transformative technological leap in banking, revolutionising how banks operated and laying the groundwork for digital innovation.

Today, banks are leveraging cutting-edge technologies such as artificial intelligence and machine learning, to:

• streamline operations,
• enhance service offerings, and
• transform the customer experience.

“The use of automation and AI capabilities has become the new industry standard, reshaping key banking processes particularly in regions like APAC,” said Itzel Soto Narvaez, COO Wholesale Banking, APAC at ING. “These advancements are not only reshaping internal local and global processes but also redefining client expectations and interactions,” she added.

Through harnessing data-driven insights, banks can now anticipate corporate client needs, from identifying liquidity gaps, to recommending tailored financing solutions. AI is accelerating this transformation by automating repetitive tasks such as transaction monitoring, lending processing activities and client inquiries. This shift is enabling bankers to dedicate more time to high-value, personalised interactions. Together, these technologies are empowering banks to deliver smarter, faster, and more customised services, boosting operational efficiency and enhancing the customer experience in today's rapidly evolving digital banking landscape.

ING’s scalable technology operations are driven by digitalisation, standardisation and centralisation of activities in cooperation with capability hubs, with a core objective of achieving full straight-through processing (STP) to remove friction and deliver a seamless and secure client experience.  This successful automation is built on three core pillars:

• high-quality data,
• standardized processes, and
• a unified technical and operational platform across all ING entities.

For ING, this transformation did not begin recently—it was set in motion over a decade ago, driven by a fundamental cultural shift anchored in a holistic and evolving digital strategy.

“Technology is not just a plug-in solution,” explained Itzel. “As a global bank driving impact across 11 APAC markets, we undertook a significant transformation with an agile approach to connect our APAC operations to the global technology platforms and adhere to regulations across different markets. This fostered a new culture of transparency, enhanced collaboration, and rapid iteration, empowering teams to test ideas and learn rapidly. This mindset was crucial for breaking down barriers, fostering global innovation, and testing innovative automation solutions.”

This early head start and approach is what drives ING's continuous assessment of its internal processes, to systematically identify opportunities for automation, standardisation, and workflow optimisation. As a result, several processes such as the client onboarding process have seen significant improvements in terms of speed and effectiveness. The automated client-facing portals now incorporate a range of functions and capabilities for KYC, payments, trade services, foreign exchange, and lending, allowing clients to initiate payments and transactions independently while also providing visibility into their portfolios.

While the back-end enhancements may not always be visible, they are fundamentally improving the client experience while streamlining ING Wholesale Banking’s operations in APAC and across the globe.

The use of data analytics and machine learning is enabling ING to offer personalised digital services to its APAC clients.

Several years ago, ING built on these foundations by integrating AI and Generative AI into its capabilities. While GenAI technology holds significant potential to transform banking and create value, it also introduces challenges and risks that require a responsible approach and strong Governance to realise its full potential.

“At ING, we understand AI and underlying capabilities do not provide a silver bullet to immediately unlock business benefits. Real value is created when business, tech, data, and analytics teams work together to streamline a process and create a journey that our customers want,” said Itzel. “This is especially true in banking, where all pieces of the chain may not be at the same level of maturity. Having AI enabled services that customers appreciate requires full collaboration and maturity across all functions”, ING has already delivered global solutions in this space, including in the KYC domain within Wholesale Banking, she added

Itzel also highlighted points relevant to the region, noting, “Across APAC, our clients expect personalised attention alongside digital offerings. While many clients are increasingly open to using digital client portals for their Wholesale Banking activities, they continue to value direct human interaction to build strong, personal relationships that underpin their businesses. This remains a key differentiator for ING, and we are fully committed to conducting our business with the utmost care for our clients."

ING is one of the world’s most innovative banks, leveraging its scalable technology and operations to reach the market faster, achieve volume more quickly, maintain consistent and higher quality, and enhance productivity. With innovation and digitalisation in its DNA, the bank is constantly preparing and equipping itself and its clients for the next wave of technological transformation.

“In all we do, our customers are our point of departure and main priority,” Itzel concluded. “At ING, every operational process is designed and reimagined with AI capabilities in mind to enhance the customer experience. At the same time, we are committed to investing in our workforce, ensuring our teams are equipped for the capabilities the industry will require.”

Read more Insights from ING APAC: Opens in a new tabING APAC Insights • ING

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