ING Groep N.V. (ING): Business Model Canvas

In der dynamischen Welt des globalen Bankwesens steht die ING Groep N.V. als transformatives digitales Kraftpaket, das Finanzdienstleistungen durch ein innovatives und kundenorientiertes Geschäftsmodell neu definiert. Durch den strategischen Einsatz modernster Technologie, ausgedehnter globaler Netzwerke und einem starken Engagement für personalisierte digitale Erlebnisse hat sich ING als bahnbrechendes Finanzinstitut positioniert, das traditionelle Bankprinzipien nahtlos mit digitalen Lösungen der nächsten Generation verbindet. Diese Business Model Canvas-Untersuchung enthüllt die komplizierten Mechanismen, die den bemerkenswerten Erfolg von ING vorantreiben, und bietet einen überzeugenden Einblick in die Art und Weise, wie modernes Bankwesen konventionelle Grenzen überschreitet, um unterschiedlichen Kundensegmenten auf internationalen Märkten einen beispiellosen Mehrwert zu bieten.

ING Groep N.V. (ING) – Geschäftsmodell: Wichtige Partnerschaften

Strategische Allianzen mit globalen Technologieunternehmen

ING hat strategische Partnerschaften mit den folgenden Technologieunternehmen aufgebaut:

Technologiepartner	Partnerschaftsfokus	Gründungsjahr
Microsoft	Cloud Computing und KI-Integration	2018
Google Cloud	Datenanalyse und maschinelles Lernen	2020
Amazon Web Services	Digitale Infrastruktur und Skalierbarkeit	2019

Zusammenarbeit mit Fintech-Startups für digitale Innovation

Zu den Fintech-Startup-Kooperationen von ING gehören:

• ING Investment Management mit Scalable Capital (digitale Investmentplattform)
• Partnerschaften mit N26 und Bunq für digitale Banking-Technologien
• Zusammenarbeit mit Kabbage für Kreditlösungen für kleine Unternehmen

Partnerschaften mit Zahlungsabwicklern und Finanzdienstleistern

Zahlungspartner	Erbrachte Dienstleistungen	Transaktionsvolumen (2023)
Adyen	Globale Zahlungsabwicklung	289,4 Milliarden Euro
Visum	Internationale Zahlungsnetzwerke	412,7 Milliarden Euro
Mastercard	Grenzüberschreitende Zahlungslösungen	356,2 Milliarden Euro

Zusammenarbeit mit Versicherungsunternehmen für integrierte Finanzlösungen

Zu den Versicherungspartnerschaften von ING gehören:

• NN Group für integrierte Versicherungs- und Bankprodukte
• Allianz für Cross-Selling von Finanzdienstleistungen
• AXA für umfassende Risikomanagementlösungen

Gesamtinvestitionen der Partnerschaft im Jahr 2023: 742 Millionen Euro

Anzahl aktiver Technologie- und Finanzpartnerschaften: 47

ING Groep N.V. (ING) – Geschäftsmodell: Hauptaktivitäten

Entwicklung einer digitalen Banking-Plattform

ING investierte im Jahr 2022 1,2 Milliarden Euro in Technologie und digitale Transformation. Die Infrastruktur der digitalen Banking-Plattform umfasst:

• Mobile-Banking-Anwendungen in über 40 Ländern
• Online-Banking-Plattformen für 38,3 Millionen digitale Kunden
• Cloudbasierte Infrastruktur, die die Transaktionsverarbeitung in Echtzeit unterstützt

Kennzahlen für digitale Plattformen	Daten für 2022
Gesamtzahl der digitalen Nutzer	38,3 Millionen
Mobile App-Downloads	15,6 Millionen
Digitales Transaktionsvolumen	3,4 Billionen Euro

Finanzprodukt- und Dienstleistungsinnovation

ING stellt jährlich 350 Millionen Euro für Produktinnovationen bereit und konzentriert sich dabei auf:

• Nachhaltige Finanzlösungen
• KI-gesteuerte Finanzdienstleistungen
• Integration von Blockchain und Kryptowährung

Risikomanagement und Compliance-Überwachung

Die Compliance-Infrastruktur umfasst:

• 750 Millionen Euro jährliche Investition in Risikomanagementsysteme
• 1.200 engagierte Compliance-Experten
• Fortschrittliche Algorithmen zur Betrugserkennung durch maschinelles Lernen

Kundendatenanalyse und Personalisierung

Datenanalyse-Metriken	Statistik 2022
Datenverarbeitungskapazität	500 Petabyte/Jahr
KI-gesteuerte Personalisierungsabdeckung	85 % der Kundeninteraktionen
Prädiktive Analysegenauigkeit	92.4%

Internationales Privat- und Geschäftsbankgeschäft

Die globale operative Präsenz umfasst:

• 40 Länder mit aktiver Bankpräsenz
• Insgesamt 52.000 Mitarbeiter
• Kommerzielle Bankdienstleistungen in 25 Ländern

Geografische Betriebsmetriken	Daten für 2022
Gesamtzahl der Länder	40
Gesamtzahl der Kunden	57,6 Millionen
Gesamtvermögen	1,06 Billionen Euro

ING Groep N.V. (ING) – Geschäftsmodell: Schlüsselressourcen

Fortschrittliche digitale Banking-Technologie-Infrastruktur

Die Technologieinfrastruktur von ING umfasst ab 2024:

• 1,1 Milliarden Euro im Jahr 2023 in IT und digitale Transformation investiert
• Cloud-Computing-Infrastruktur, die 85 % der digitalen Banking-Plattformen abdeckt
• Über 5.000 engagierte IT-Experten

Technologiekomponente	Spezifikation	Investition (€)
Kernbankensysteme	Modernisierte digitale Plattformen	450 Millionen
Cybersicherheitsinfrastruktur	Erweiterter Bedrohungsschutz	220 Millionen
KI und maschinelles Lernen	Predictive-Analytics-Systeme	180 Millionen

Starke Finanzkapital- und Liquiditätsreserven

Finanzielle Ausstattung ab Q4 2023:

• Gesamtvermögen: 1,06 Billionen Euro
• Common Equity Tier 1 (CET1)-Quote: 15,9 %
• Liquiditätsdeckungsquote (LCR): 146 %

Umfangreiches globales Bankennetzwerk

Kennzahlen zur globalen Präsenz:

• Betriebe in 40 Ländern
• Gesamtzahl der Filialen: 1.550
• Digital-Banking-Kunden: 36,3 Millionen

Qualifizierte Arbeitskräfte mit digitaler und finanzieller Expertise

Mitarbeiterkategorie	Gesamtzahl	Prozentsatz digitaler Kompetenzen
Gesamtzahl der Mitarbeiter	57,000	N/A
Spezialisten für digitale Technologie	5,200	92%
Finanzanalysten	3,800	85%

Robuste Kundendaten und digitale Plattformen

Funktionen der digitalen Plattform:

• Nutzer der Mobile-Banking-App: 14,6 Millionen
• Online-Banking-Penetration: 78 % der Privatkunden
• Transaktionsverarbeitung in Echtzeit: 99,99 % Verfügbarkeit

ING Groep N.V. (ING) – Geschäftsmodell: Wertversprechen

Umfassende Erfahrung im digitalen Banking

Im Jahr 2024 betreut ING 38,4 Millionen Privatkunden und 4,7 Millionen Firmenkunden in 40 Ländern. Die Verbreitung des digitalen Bankings erreichte 86,3 % des gesamten Kundenstamms.

Kennzahlen zum digitalen Banking	Statistik 2024
Mobile-Banking-Benutzer	32,1 Millionen
Online-Banking-Transaktionen	2,3 Milliarden jährlich
Digitale Kundenzufriedenheitsrate	87.6%

Personalisierte Finanzlösungen für mehrere Märkte

ING ist in Schlüsselmärkten mit spezialisierten Finanzprodukten tätig.

• Niederlande: Gesamtvermögen im Privatkundengeschäft 307,2 Milliarden Euro
• Deutschland: Gesamtbankportfolio 214,5 Milliarden Euro
• Belgien: Gesamtbankinvestitionen in Höhe von 168,9 Milliarden Euro
• Internationale Märkte: Gesamtvermögen 492,6 Milliarden Euro

Wettbewerbsfähige Zinssätze und kostengünstige Bankdienstleistungen

Durchschnittliche Sparzinssätze in allen Märkten: 2,4 % – 3,1 %

Bankdienstleistung	Jährliche Kosten
Basis-Girokonto	€0 - €3.50
Online-Transaktionsgebühr	€0
Internationaler Transfer	€0.50 - €5.00

Nahtlose Online- und Mobile-Banking-Plattformen

Plattformleistungskennzahlen für 2024:

• Downloadrate mobiler Apps: 4,6 Millionen neue Downloads
• App Store-Bewertung: 4,7/5
• Plattformverfügbarkeit: 99,98 %
• Durchschnittliche Reaktionszeit: 0,3 Sekunden

Nachhaltige und sozial verantwortliche Finanzprodukte

Sustainable-Finance-Engagement im Jahr 2024:

Nachhaltigkeitsmetrik	Wert
Grüne Kredite vergeben	42,3 Milliarden Euro
Investitionen in erneuerbare Energien	18,7 Milliarden Euro
Klimaneutrales Engagement	Bis 2030

ING Groep N.V. (ING) – Geschäftsmodell: Kundenbeziehungen

Digitale Self-Service-Plattformen

Die digitalen Self-Service-Plattformen von ING bedienen im dritten Quartal 2023 38,3 Millionen Digital-Banking-Kunden. Die Mobile-Banking-App hat 14,2 Millionen aktive Nutzer in ihren Hauptmärkten.

Plattform	Benutzerbasis	Digitales Transaktionsvolumen
Mobile-Banking-App	14,2 Millionen	987 Milliarden Euro Transaktionen im Jahr 2023
Online-Banking-Website	23,9 Millionen	1,3 Billionen Euro Transaktionen im Jahr 2023

Personalisierte Finanzberatungsdienste

ING bietet personalisierte Finanzberatung durch:

• Digitale Finanzplanungstools
• KI-gesteuerte Anlageempfehlungen
• Personalisierte Risikobewertungsdienste

Die Anlageberatungsplattform bedient 2,7 Millionen Kunden mit personalisierten Anlagestrategien.

Multi-Channel-Kundensupport

Support-Kanal	Jährliches Kontaktvolumen	Durchschnittliche Reaktionszeit
Telefonsupport	12,6 Millionen Kontakte	3,2 Minuten
Live-Chat	8,4 Millionen Interaktionen	45 Sekunden
E-Mail-Support	5,9 Millionen E-Mails	24 Stunden

Proaktive digitale Kommunikationsstrategien

ING implementiert Echtzeit-Transaktionswarnungen und Vorausschauende finanzielle Erkenntnisse über digitale Kanäle.

• Im Jahr 2023 wurden 246 Millionen proaktive digitale Benachrichtigungen gesendet
• 87 % Kundenbindungsrate mit digitaler Kommunikation
• KI-gestützte personalisierte Finanzempfehlungen

Kundenbindungs- und Kundenbindungsprogramme

Kennzahlen des Treueprogramms für 2023:

Programmmetrik	Wert
Mitglieder des Total Loyalty-Programms	6,8 Millionen
Kundenbindungsrate	92.4%
Durchschnittlicher Customer Lifetime Value	€4,750

ING Groep N.V. (ING) – Geschäftsmodell: Kanäle

Mobile-Banking-Anwendungen

Die Mobile-Banking-App von ING hat im Jahr 2023 in allen europäischen Märkten 14,6 Millionen aktive Nutzer. Die App unterstützt Transaktionen in 13 Ländern mit einer Verfügbarkeit von 99,8 %. Im Jahr 2023 erreichten die Downloads mobiler Apps 4,2 Millionen.

Metriken für mobile Apps	Daten für 2023
Aktive Benutzer	14,6 Millionen
Unterstützte Länder	13
App-Verfügbarkeit	99.8%
App-Downloads	4,2 Millionen

Online-Webbanking-Plattformen

Die Webbanking-Plattform von ING bedient 20,3 Millionen Online-Banking-Kunden. Das digitale Transaktionsvolumen erreichte im Jahr 2023 237 Milliarden Euro.

• Gesamtzahl der Online-Banking-Kunden: 20,3 Millionen
• Digitales Transaktionsvolumen: 237 Milliarden Euro
• Durchschnittliche monatliche Webplattform-Logins: 8,6 Millionen

Physische Bankfilialen

ING betreibt in seinen europäischen Märkten 1.145 physische Bankfilialen. Reduzierung des Filialnetzes um 12 % im Vergleich zu 2022.

Filialnetzstatistik	Daten für 2023
Gesamtzahl der Filialen	1,145
Länder mit physischen Niederlassungen	9
Zweigreduktionsrate	12%

ATM-Netzwerke

ING unterhält in seinen operativen Märkten 3.872 Geldautomaten. Die Gesamtzahl der Geldautomatentransaktionen belief sich im Jahr 2023 auf 92,6 Millionen.

• Gesamtzahl der Geldautomaten: 3.872
• Jährliche Geldautomatentransaktionen: 92,6 Millionen
• Bargeldabhebungsvolumen: 14,3 Milliarden Euro

Digitale Finanzmarktplätze von Drittanbietern

ING arbeitet mit 47 digitalen Finanzmarktplätzen zusammen. Der Transaktionswert digitaler Märkte erreichte im Jahr 2023 56,2 Milliarden Euro.

Kennzahlen zum digitalen Marktplatz	Daten für 2023
Partner des digitalen Marktplatzes	47
Transaktionswert	56,2 Milliarden Euro
Aktive Marketplace-Benutzer	3,7 Millionen

ING Groep N.V. (ING) – Geschäftsmodell: Kundensegmente

Privatkunden

Im Jahr 2023 betreut ING auf seinen globalen Märkten rund 38,4 Millionen Privatkunden. Der Kundenstamm verteilt sich auf 14 Länder.

Region	Anzahl der Einzelhandelskunden	Prozentsatz der Gesamtsumme
Niederlande	9,2 Millionen	24%
Deutschland	8,5 Millionen	22%
Andere europäische Märkte	20,7 Millionen	54%

Kleine und mittlere Unternehmen

ING unterstützt rund 1,3 Millionen kleine und mittlere Unternehmen (KMU) in seinen operativen Märkten.

• Durchschnittliches Kreditportfolio für KMU: 82 Milliarden Euro
• Durchdringung des digitalen Bankings bei KMU: 87 %
• Durchschnittliche Dauer einer KMU-Bankbeziehung: 6,4 Jahre

Firmenkunden und institutionelle Kunden

ING betreut weltweit 75.000 Firmen- und institutionelle Kunden mit einem gesamten Firmenkundenportfolio von 341 Milliarden Euro im Jahr 2023.

Kundensegment	Gesamtbelichtung	Durchschnittlicher Transaktionswert
Große Unternehmen	215 Milliarden Euro	45 Millionen Euro
Mittelständische Unternehmen	126 Milliarden Euro	12 Millionen Euro

Internationale Einzelverbraucher

ING ist in 14 Ländern mit 5,6 Millionen internationalen Privatkunden außerhalb seiner Hauptmärkte tätig.

• Akzeptanzrate des digitalen Bankings: 92 %
• Durchschnittsalter internationaler Kunden: 38 Jahre
• Grenzüberschreitendes Transaktionsvolumen: 24,3 Milliarden Euro jährlich

Digital-First-Jüngere Bevölkerungsgruppe

ING zielt in seinen Märkten auf 7,2 Millionen Digital-First-Kunden im Alter von 18 bis 35 Jahren ab.

Digitaler Kanal	Benutzerprozentsatz	Durchschnittliche monatliche Transaktionen
Mobiles Banking	78%	42 Transaktionen
Online-Banking	65%	28 Transaktionen

ING Groep N.V. (ING) – Geschäftsmodell: Kostenstruktur

Investitionen in die Technologieinfrastruktur

Im Jahr 2023 investierte ING 1,2 Milliarden Euro in Technologie und digitale Infrastruktur. Die jährliche Aufschlüsselung der IT-Ausgaben der Bank umfasst:

Kategorie	Investitionsbetrag (€)
Cloud-Computing	418 Millionen
Cybersicherheit	276 Millionen
Entwicklung digitaler Plattformen	342 Millionen
KI und maschinelles Lernen	164 Millionen

Wartung der digitalen Plattform

Die jährlichen Wartungskosten für die digitale Plattform beliefen sich für ING im Jahr 2023 auf insgesamt 312 Millionen Euro, mit folgender Aufteilung:

• Softwarelizenzierung: 87 Millionen Euro
• System-Upgrades: 124 Millionen Euro
• Technischer Support: 101 Millionen Euro

Mitarbeitervergütung

Gesamtaufwand für die Mitarbeitervergütung für ING im Jahr 2023:

Vergütungstyp	Betrag (€)
Grundgehälter	4,6 Milliarden
Leistungsprämien	612 Millionen
Sozialversicherungsbeiträge	538 Millionen
Rentenbeiträge	423 Millionen

Kosten für die Einhaltung gesetzlicher Vorschriften

Die Kosten für die Einhaltung gesetzlicher Vorschriften für ING im Jahr 2023 setzten sich wie folgt zusammen:

• Systeme zur Bekämpfung der Geldwäsche (AML): 156 Millionen Euro
• Know Your Customer (KYC)-Prozesse: 98 Millionen Euro
• Regulatorische Berichterstattung: 67 Millionen Euro
• Compliance-Schulung: 24 Millionen Euro

Kosten für Marketing und Kundenakquise

Marketingausgaben und Kundengewinnungskosten für ING im Jahr 2023:

Marketingkanal	Ausgaben (€)
Digitales Marketing	187 Millionen
Traditionelle Medienwerbung	76 Millionen
Kampagnen zur Kundengewinnung	142 Millionen
Markenentwicklung	53 Millionen

ING Groep N.V. (ING) – Geschäftsmodell: Einnahmequellen

Zinserträge aus Krediten und Hypotheken

Im Jahr 2023 meldete ING einen Nettozinsertrag von 13,1 Milliarden Euro. Aufteilung der Zinserträge nach Segmenten:

Segment	Zinserträge (Mio. €)
Privatkundengeschäft	8,750
Großhandelsbanking	4,350

Gebühren für digitale Bankdienstleistungen

Die Gebühren für digitale Bankdienstleistungen beliefen sich im Jahr 2023 auf insgesamt 1,2 Milliarden Euro, mit folgender Verteilung:

• Gebühren für Online-Banking-Transaktionen: 450 Millionen Euro
• Gebühren für Mobile Banking: 350 Millionen Euro
• Gebühren für die digitale Kontoführung: 400 Millionen Euro

Erträge aus dem Investmentbanking

Die Erträge aus dem Investmentbanking erreichten im Jahr 2023 2,5 Milliarden Euro und teilten sich wie folgt auf:

Einnahmequelle	Betrag (Mio. €)
Beratung bei Fusionen und Übernahmen	750
Underwriting-Dienstleistungen	1,100
Kapitalmarktberatung	650

Transaktions- und Zahlungsabwicklungsgebühren

Die Transaktions- und Zahlungsabwicklungsgebühren beliefen sich im Jahr 2023 auf 1,8 Milliarden Euro:

• Gebühren für Kreditkartentransaktionen: 650 Millionen Euro
• Internationale Zahlungsabwicklung: 750 Millionen Euro
• Gebühren für digitale Zahlungsplattformen: 400 Millionen Euro

Provisionen für die Vermögensverwaltung

Die Vermögensverwaltungsprovisionen beliefen sich im Jahr 2023 auf insgesamt 1,5 Milliarden Euro und verteilen sich wie folgt:

Kategorie „Vermögensverwaltung“.	Provisionseinnahmen (Mio. €)
Investmentfonds	650
Pensionskassenmanagement	450
Private Vermögensverwaltung	400

ING Groep N.V. (ING) - Canvas Business Model: Value Propositions

Digital-first, seamless, and secure mobile banking experience.

You're looking at a bank that has clearly made its mobile app the central hub for its retail customers. This focus is translating directly into customer numbers and engagement metrics. For instance, ING Groep N.V. gained almost 200,000 mobile primary customers in the third quarter of 2025 alone. That puts their year-on-year growth at 1.1 million mobile primary customers, which is an 8% increase, keeping them right on their annual growth target. To be fair, this growth is not uniform; it's been particularly strong in markets like Germany, Spain, Italy, and Romania. The engagement is deep, with 6 million app users interacting daily and seeing more than 5.5 million logins every day. This digital push is also reflected in customer satisfaction, as ING Groep N.V. maintained the number one Net Promoter Score (NPS) in 5 out of 10 retail markets.

• App rating stands at 4.6, with a goal to exceed 4.7.
• 50% of new customers today are non-Dutch, showing successful localization efforts.
• The bank is managing over 200 million selections daily for personalization.

Financial products that empower you to stay a step ahead in life and business.

This value proposition is backed by significant commercial momentum across both retail and wholesale segments. In Retail Banking, customer lending expanded by €8.6 billion in the third quarter of 2025, driven mainly by mortgages. Also, Retail fee income rose a solid 14% year-on-year by Q3 2025, largely fueled by investment products as more customers started using the platform to invest. On the investment side, as of June 2025, 4.9 million customers held an investment account, with assets under management and e-brokerage reaching €254 billion. For business clients, Wholesale Banking saw lending growth of €5.7 billion and a 19% growth in fee income year-on-year in Q3 2025. Overall, ING Groep N.V. reported total assets of €1.1 trillion as of Q3 2025, and projects a total income (revenue) of approximately €22.8 billion for the full 2025 fiscal year.

Here's a quick look at some key financial and product scale numbers:

Metric	Value	Period/Context
Total Assets	€1.1 trillion	As of Q3 2025
Projected Total Income (Revenue)	Approximately €22.8 billion	Full 2025 Fiscal Year
Retail Lending Growth	€8.6 billion	Q3 2025, mainly mortgages
Retail Fee Income Growth	14%	Year-on-year, by Q3 2025
Investment AUM/e-brokerage	€254 billion	As of June 2025
Wholesale Banking Fee Income Growth	19%	Year-on-year, in Q3 2025

Commitment to sustainability, driving the transition to a low-carbon economy.

ING Groep N.V. is actively financing the transition, reporting that in the first nine months of 2025, they increased their sustainable volume mobilised by 29% year-on-year to €110 billion. Looking at the first half of 2025 specifically, the volume mobilised was €67.8 billion, which is a 19% increase compared to the first half of 2024. This support translated into 400 sustainability deals supported in 1H2025, up from 367 in 1H2024. The bank's external validation reflects this focus; its MSCI ESG rating was upgraded from 'AA' to 'AAA' in October 2025. Furthermore, as of June 2025, Sustainalytics gave ING an ESG risk rating of 18.0, classifying it as low risk.

Competitive pricing, defintely appealing to the cost-aware retail customer.

While the data on explicit price cuts is more nuanced, the focus on value is evident through product incentives and market positioning. For example, in the Netherlands, ING introduced a new mortgage pricing model where eligible customers get an automatic interest rate reduction when they improve their home's energy label. The bank also offers rate incentives for energy-efficient homes across five additional retail markets. For Wholesale Banking, the outlook for the full year 2025 shows a liability margin around 100 basis points and a lending margin around 125 basis points. You see the result of this value delivery in their market standing, having retained the number one NPS score in 5 out of 10 retail markets.

ING Groep N.V. (ING) - Canvas Business Model: Customer Relationships

You're looking at how ING Groep N.V. (ING) manages its connection with its vast customer base as of late 2025. The focus is heavily weighted toward digital self-service, backed by serious data infrastructure.

Automated self-service via digital channels and AI-driven tools

ING Groep N.V. is clearly pushing customers toward its digital platforms for day-to-day interactions. This strategy is evident in the sheer volume of digital engagement you see reported. For instance, the bank reports more than 5.5 million login a day across its user base. This high frequency of interaction is the lifeblood of their automated service model. They are actively working to keep the digital experience smooth, aiming to beat the ease-of-use that neo-banks offer, which is a key reason customers switch, honestly.

The commitment to digital enhancement is also seen in their investment in tracking customer behavior. ING is tracking 2.22 billion events a year using their Adobe stack to understand what customers are doing. Furthermore, they are deploying new technology, having launched a new AI chatbot across six markets in 2025.

Here are some hard numbers reflecting this digital relationship focus:

• Mobile primary customers reached 14.9 million as of Q2 2025.
• The bank added 1.1 million mobile primary customers year-on-year through Q3 2025, hitting their target of 1 million per year.
• The app rating stands at 4.6, with a goal to move beyond 4.7.
• Retail fee income rose 14% year-on-year in Q3 2025, partly from investment products.

Personalized product offerings based on data analytics

The data collected from those millions of daily logins is put to work immediately to make the experience feel personal. ING uses orchestration modeling to create unique messaging lists for every customer daily. They are managing over 200 million selections a day to determine the most relevant message for each customer group.

This level of personalization is showing tangible results in engagement. The click-through rate (CTR) on personalized messages within the app has doubled, moving from around 0.8% to 1.6%. This directly supports the growth in investment product customers, with over 400,000 new active investment product customers year-on-year as of mid-2025, bringing the total to 4.9 million customers with investment accounts totaling €254 billion in assets under management and e-brokerage.

The investment in digital experience and scalability is also noted within the Wholesale Banking segment, where expenses increased year-on-year partly due to these initiatives.

Key metrics showing the scale of data-driven personalization include:

Metric	Value (as of late 2025 data)	Context
Daily App Logins	More than 5.5 million	Indicates high digital channel usage
Personalized Selections Managed Daily	Over 200 million	Driven by orchestration modeling
Personalized Message CTR	1.6% (up from 0.8%)	Shows improved relevance
Total Investment Accounts	4.9 million	As of June 2025

Dedicated relationship managers for Wholesale Banking and Private Banking clients

While the retail segment leans heavily on automation, the more complex segments still rely on high-touch service. ING Groep N.V. maintains dedicated relationship managers for its Wholesale Banking and Private Banking clients. This is a necessary distinction, given the nature of the business. For example, Wholesale Banking saw a strong performance in Q3 2025, with fee income growing 19% year-on-year, driven by increased loan underwriting activity and volume growth from clients needing financing.

The bank's overall employee base is over 60,000 globally, supporting these specialized services across more than 100 countries. The continued investment in Wholesale Banking systems scalability suggests that even these relationship managers are being supported by enhanced digital tools to serve their high-value clients more effectively.

Focus on enhancing the digital customer experience for retention

Retention is clearly tied to the digital experience, as evidenced by the focus on app quality and ease of use. ING is in a race to maintain relevance against competitors, including neo-banks, where onboarding can take as little as 5 minutes. To combat this, ING is working to remove friction points and increase relevance across 11 different communication spots within the app, up from just one previously.

The bank has also seen its ESG rating by MSCI upgraded to AAA in October 2025, which is a key factor for many institutional and private banking clients when making decisions about where to place assets. Furthermore, they have increased their sustainable volume mobilized by 29% year-on-year to €110 billion in the first nine months of 2025, showing alignment with client sustainability journeys. If onboarding takes 14+ days, churn risk rises, so the digital experience is defintely critical for keeping the customer base growing, which saw a net addition of over 300,000 mobile primary customers in Q2 2025 alone.

Finance: draft 13-week cash view by Friday.

ING Groep N.V. (ING) - Canvas Business Model: Channels

You're looking at how ING Groep N.V. gets its services to its massive customer base as of late 2025. The strategy clearly leans digital, but the physical footprint remains important for high-value interactions and core markets. Honestly, the numbers show a bank doubling down on digital engagement.

The primary channel for ING Groep N.V. is definitely its digital offering. Mobile and web banking platforms are the main interface for the retail customer base. As of the second quarter of 2025, the bank reported a continued strong increase in mobile primary customers, reaching a total of over 14.9 million. This represented a quarterly increase of over 300,000 new mobile primary customers. Year-on-year growth for the first nine months of 2025 was 1.1 million, or 8%, keeping them on track with their target of one million mobile primary customers annually. Growth was particularly strong in Germany, Spain, Italy, and Romania.

For more complex advice, especially around mortgages or wealth management, the targeted physical branch network is still in play, particularly in core European markets. In the Netherlands alone, which is a core market, ING Groep N.V. maintains over 200 branches and service points to support its roughly 8 million private customers there. Retail banking services are offered across several countries, including Germany, Spain, Italy, Poland, and Romania, where the digital growth is most pronounced.

Direct sales teams are the essential channel for Wholesale Banking and larger corporate clients. This segment serves clients in over 35 countries globally. To enhance efficiency and focus, ING Groep N.V. announced a restructuring of its Wholesale Banking workforce, which included 230 redundancies in Commercial Front Office roles as of mid-2025. Fee income from Wholesale Banking, which is a key revenue stream, saw growth, partly driven by higher capital markets issuance deals.

For everyday transactions, ING Groep N.V. relies on a broad infrastructure of ATMs and third-party payment networks across its core European footprint. While specific ATM counts aren't always public, the bank supports its operations with more than 60,000 employees serving customers in over 100 countries, indicating a wide, if digitally-led, physical reach. They also highlight leadership in payments, being named Best Bank for payments in Western and Central & Eastern Europe by Global Finance in 2025.

Here's a quick view of the scale across these channels as of mid-to-late 2025:

Channel Metric	Value/Amount	Reporting Period/Context
Mobile Primary Customers (Total)	14.9 million	As of Q2 2025
Mobile Primary Customers (Q2 2025 Net Add)	Over 300,000	Q2 2025
Retail Banking Countries Served	13 (including NL, DE, ES, IT, PL, RO)	General Operations
Wholesale Banking Countries Served	Over 35	Global Network Presence
Netherlands Physical Branches/Service Points	Over 200	General Operations
Wholesale Banking Workforce Redundancies	230 roles	Announced/Completed by mid-2025

The bank continues to invest in its digital customer experience and the scalability of its systems, which directly impacts the effectiveness of these primary channels. For instance, fee income growth in Retail Banking was up 14% year-on-year in Q3 2025, largely from investment products as more customers started using the digital platforms for investing. This shows the digital channel is successfully driving higher-margin product adoption.

You can see the focus on efficiency reflected in the operational adjustments:

• Continued investment in digital customer experience and system scalability.
• Restructuring in Wholesale Banking to optimize front office roles.
• Strong growth in fee income, suggesting successful cross-selling via digital touchpoints.
• Maintaining a physical presence for complex advice in core markets like the Netherlands.
• Global Wholesale Banking network spanning over 35 countries.

The bank's overall employee base stands at more than 60,000 people, supporting this multi-channel approach across retail and wholesale banking operations globally. If onboarding takes 14+ days, churn risk rises, which is why digital self-service is so defintely prioritized.

Finance: draft 13-week cash view by Friday.

ING Groep N.V. (ING) - Canvas Business Model: Customer Segments

ING Groep N.V. serves a broad base, with a total customer count globally exceeding 40 million customers.

Mass-market retail customers, especially mobile-first users in Europe (e.g., Germany, Spain).

The focus on digital engagement drives acquisition within the retail segment. As of Q2 2025, the mobile primary customer base stood at 14.9 million. This base saw a year-on-year growth of 1.1 million, or 8%, as of Q3 2025, meeting the annual growth target of 1 million. ING gained almost 200,000 new mobile primary customers in the third quarter of 2025 alone. Growth has been particularly strong in markets including Germany, Spain, Italy, and Romania.

The engagement within this segment is deepening, as evidenced by fee income growth:

• Retail fee income rose 14% year-on-year in 3Q 2025.
• This rise was mainly from investment products as more customers started investing with ING.

Wholesale Banking clients: Large corporations and financial institutions.

ING Wholesale Banking provides services to corporate clients and financial institutions across more than 35 countries. The division showed a strong performance in 2Q 2025, with fee income rising by a double-digit percentage compared to the previous year. Lending growth in Wholesale Banking reached €5.7 billion in 3Q 2025.

Small and Medium-sized Enterprises (SMEs) in core markets.

SME activity is captured within the Business Banking lending volumes reported under Retail Banking. In 3Q 2025, net core lending growth in Business Banking reached €3.2 billion, driven by higher loan demand from SME clients. Lending volumes in Business Banking were stable in 3Q 2025, with increases noted in the Netherlands and Poland.

Private Banking clients seeking wealth management and specialized advice.

Data points suggest a strong uptake in investment services among retail customers, which aligns with wealth management needs. As of June 2025, a total of 4.9 million customers held an investment account with ING. The assets under management and e-brokerage for these customers totaled €254 billion as of June 2025.

Here are the key customer metrics as reported in the first three quarters of 2025:

Metric	Value/Amount	Reporting Period/Date
Total Global Customers	>40 million	2Q/3Q 2025
Mobile Primary Customers	14.9 million	2Q 2025
Mobile Primary Customer YoY Growth	1.1 million (8%)	3Q 2025
Investment Product Customers	4.9 million	June 2025
Assets Under Management/e-brokerage	€254 billion	June 2025
Business Banking Lending Growth	€3.2 billion	3Q 2025
Wholesale Banking Countries Served	>35	2025 Data

You can see the strategic alignment in the growth figures; the digital customer base is expanding consistently.

ING Groep N.V. (ING) - Canvas Business Model: Cost Structure

You're looking at the core expenses ING Groep N.V. faces to run its operations as of late 2025. It's a big number, and understanding where that money goes is key to seeing the pressure points on profitability.

The total operating expenses for ING Groep N.V. in the first half of 2025 reached €6,234 million. This represented a 6.0% increase year-on-year. This rise was directly linked to inflationary pressures and the bank's ongoing investments to support business growth.

Here is a breakdown of the key components that make up that cost base, based on the H1 2025 figures:

Cost Category	H1 2025 Amount (€ million)	Context
Total Operating Expenses	6,234	6.0% increase year-on-year
Regulatory Costs	439	Broadly stable compared to H1 2024
Incidental Cost Items	120	Included €85 million for Wholesale Banking workforce rebalancing
Operating Expenses (Excluding Regulatory & Incidental)	Approx. 5,675	Reflected inflationary pressures and investments; rose 5.3% year-on-year

The primary drivers behind the increase in costs, excluding specific one-offs, are clear. You see the impact of wage inflation across the organization, which was a major theme in the 2025-2026 Collective Labour Agreement negotiations, pushing for fair remuneration and performance-based pay rises for everyone in 2025 and 2026. Also significant are the investments directed toward technology.

The cost of technology development and maintenance for digital platforms is substantial. ING Groep N.V. is pouring resources into initiatives designed to further enhance the digital customer experience and ensure the scalability of its systems, particularly within Wholesale Banking. This is a necessary cost to stay competitive in digital banking.

Regulatory and compliance costs remain a fixed, high expense. For the first half of 2025, these costs totaled €439 million, which was noted as being broadly stable. These costs cover mandatory requirements like bank taxes and contributions to deposit guarantee schemes and resolution funds. A significant portion of this is dedicated to strengthening anti-money laundering measures, which is a continuous operational expense for all major financial institutions.

Personnel costs are a major driver within the operating expenses, directly impacted by the environment:

• Personnel costs rose due to wage inflation from collective labour agreements in 2025.
• The 2025-2026 CLA focused on a pay rise for everyone in 2025 and 2026.
• There is an increased focus on performance-based remuneration.
• The bank is investing in employee development via an individual learning account, funded with an annual amount of €375 per employee plus a lump sum of €375 upon IDP recording.

To be defintely clear, the costs excluding regulatory and incidental items rose 5.3% year-on-year, driven by these inflationary and investment factors. Finance: draft 13-week cash view by Friday.

ING Groep N.V. (ING) - Canvas Business Model: Revenue Streams

You're looking at the core ways ING Groep N.V. brings in money as of late 2025. The bank's revenue structure remains heavily reliant on traditional banking activities, though diversification through fees is a clear strategic focus.

Net Interest Income (NII) from lending and deposits still forms the bedrock of ING Groep N.V.'s revenue. For the first half of 2025, Commercial Net Interest Income (NII) totaled €7,566 million. In the third quarter of 2025, Commercial NII was reported at €3,823 million. To be fair, this was up quarter-on-quarter, but year-on-year commercial NII declined by €74 million in Q3 2025, mainly due to lower liability margins and foreign exchange impacts.

Fee and commission income is a growing component, aligning with the strategy to diversify income streams. In Q2 2025, net fee and commission income increased 12% year-on-year in both Retail Banking and Wholesale Banking. This growth helped fees make up almost 20% of total income in Q2 2025.

Wholesale Banking revenues contribute significantly through transaction-based services. For instance, in Q3 2025, Wholesale Banking delivered a quarterly record fee income of EUR 383 million. This was driven by strong performance in lending, supported by increased loan underwriting activity and higher lending volumes.

Retail fee income shows strong momentum from wealth-related services. In Q3 2025, Retail fee income rose 14% year-on-year. This rise was mainly attributed to investment products, reflecting an increase in the number of investment accounts and higher customer trading activity. For context, in Q2 2025, investment products specifically contributed €288 million to the total fee income figure.

Here are some key revenue figures from the recent quarters:

Revenue Metric	Period	Amount (EUR)
Total Income	Q3 2025	€5,898 million
Commercial Net Interest Income	Q3 2025	€3,823 million
Net Fee and Commission Income	6M 2025	€2,216 million
Wholesale Banking Fee Income	Q3 2025	EUR 383 million
Investment Product Fees (Retail)	Q2 2025	€288 million

The bank is actively diversifying its income streams, but NII remains the primary driver. You should watch the commercial net interest margin, which stood at 2.22% in Q3 2025, remaining almost stable quarter-on-quarter.

The overall revenue picture for the first nine months of 2025 suggests continued stability and growth in non-interest income, as shown by these points:

• Total income for 2025 is now expected to reach approximately €22.8 billion.
• Full-year fee growth outlook upgraded to >10% growth.
• Total income for 6M 2025 was €11,339 million.
• Net core lending grew by €14.2 billion in Q3 2025.

Finance: draft 13-week cash view by Friday.