ING Direct 2015 Annual Report Download - page 12

Contents
Who we are
Report of the
Management
Board
Corporate
Governance
Consolidated
annual accounts
Parent company
annual accounts
Other
information
Additional
information
Report of the Management Board - continued
Our focus on financially empowering people resulted in a
number of new initiatives and tools to help customers make
decisions that positively influence their financial positions. We
also introduced innovative payment services and new
functionality to our digital channels that contribute to a
differentiating customer experience. In doing so, we build
more primary relationships, which allows us to better
understand customers and their needs, and provide them
with a more-tailored service. Data gathered through our
interactions with customers is treated as private, and is
governed by binding Global Data Protection Policies.
We have made good progress in solving stability issues with
our IT systems in the Benelux, and will continue to focus on
this until we have reached our goal of ensuring “always on”
online payment services in the affected countries.
Looking ahead to 2016, we will continue to focus on delivery
of the Think Forward strategy through earning more primary
relationships, using advanced analytics to better understand
and service customers, innovating and pursuing new sources
of revenue beyond traditional banking. Further
standardisation of IT systems bankwide will be prioritised, as
this will support increased collaboration and faster innovation.
ING Bank Annual Report 2015 10