ING Groep N.V. (ING): Lienzo del Modelo de Negocio [Actualizado en Ene-2025]

En el mundo dinámico de la banca global, Ing Groep N.V. se erige como una potencia digital transformadora, reinventando los servicios financieros a través de un modelo de negocio innovador y centrado en el cliente. Al aprovechar estratégicamente la tecnología de vanguardia, las redes globales expansivas y un profundo compromiso con las experiencias digitales personalizadas, ING se ha posicionado como una institución financiera pionera que combina perfectamente los principios bancarios tradicionales con soluciones digitales de próxima generación. Esta exploración de lienzo de modelo de negocio presenta los intrincados mecanismos que impulsan el notable éxito, ofreciendo una visión convincente de cómo la banca moderna trasciende los límites convencionales para ofrecer un valor incomparable a diversos segmentos de clientes en los mercados internacionales.

Ing Groep N.V. (Ing) - Modelo de negocio: asociaciones clave

Alianzas estratégicas con empresas de tecnología global

Ing ha establecido asociaciones estratégicas con las siguientes empresas de tecnología:

Socio tecnológico	Enfoque de asociación	Año establecido
Microsoft	Computación en la nube e integración de IA	2018
Google Cloud	Análisis de datos y aprendizaje automático	2020
Servicios web de Amazon	Infraestructura digital y escalabilidad	2019

Colaboración con Startups de FinTech para la innovación digital

Las colaboraciones de inicio de FinTech de Ing incluyen:

• Gestión de inversiones con capital escalable (plataforma de inversión digital)
• Asociaciones con N26 y BUNQ para tecnologías de banca digital
• Colaboración con Kabbage para soluciones de préstamos para pequeñas empresas

Asociaciones con procesadores de pagos y proveedores de servicios financieros

Socio de pago	Servicios proporcionados	Volumen de transacción (2023)
Adyen	Procesamiento de pagos globales	289.4 mil millones de euros
Visa	Redes de pago internacionales	412.7 mil millones de euros
Tarjeta MasterCard	Soluciones de pago transfronterizas	356.2 mil millones de euros

Cooperación con compañías de seguros para soluciones financieras integradas

Las asociaciones de seguro de Ing incluyen:

• Grupo NN para seguros integrados y productos bancarios
• Allianz para servicios financieros de venta cruzada
• AXA para soluciones integrales de gestión de riesgos

Inversiones de asociación total en 2023: € 742 millones

Número de tecnología activa y asociaciones financieras: 47

Ing Groep N.V. (Ing) - Modelo de negocio: actividades clave

Desarrollo de la plataforma de banca digital

ING invirtió 1.200 millones de euros en tecnología y transformación digital en 2022. La infraestructura de la plataforma de banca digital incluye:

• Aplicaciones de banca móvil en más de 40 países
• Plataformas de banca en línea que atienden a 38.3 millones de clientes digitales
• Infraestructura basada en la nube que admite el procesamiento de transacciones en tiempo real

Métricas de plataforma digital	Datos 2022
Usuarios digitales totales	38.3 millones
Descargas de aplicaciones móviles	15.6 millones
Volumen de transacción digital	€ 3.4 billones

Innovación de productos y servicios financieros

ING asigna 350 millones de euros anuales a la innovación de productos, centrándose en:

• Soluciones financieras sostenibles
• Servicios financieros impulsados ​​por IA
• Blockchain e integración de criptomonedas

Gestión de riesgos y monitoreo de cumplimiento

La infraestructura de cumplimiento implica:

• € 750 millones de inversión anual en sistemas de gestión de riesgos
• 1.200 profesionales de cumplimiento dedicados
• Algoritmos de detección de fraude de aprendizaje automático avanzado

Análisis de datos y personalización de los clientes

Métricas de análisis de datos	2022 estadísticas
Capacidad de procesamiento de datos	500 petabytes/año
Cobertura de personalización impulsada por IA	85% de las interacciones del cliente
Precisión analítica predictiva	92.4%

Operaciones internacionales de banca minorista y comercial

La huella operativa global incluye:

• 40 países de presencia bancaria activa
• 52,000 empleados en total
• Servicios de banca comercial en 25 países

Métricas operativas geográficas	Datos 2022
Total de países	40
Total de clientes	57.6 millones
Activos totales	€ 1.06 billones

Ing Groep N.V. (Ing) - Modelo de negocio: recursos clave

Infraestructura avanzada de tecnología de banca digital

La infraestructura tecnológica de Ing a partir de 2024 incluye:

• 1.100 millones de euros invirtieron en TI y transformación digital en 2023
• Infraestructura de computación en la nube que cubre el 85% de las plataformas de banca digital
• Más de 5,000 profesionales de TI dedicados

Componente tecnológico	Especificación	Inversión (€)
Sistemas bancarios centrales	Plataformas digitales modernizadas	450 millones
Infraestructura de ciberseguridad	Protección avanzada de amenazas	220 millones
AI y aprendizaje automático	Sistemas de análisis predictivos	180 millones

Fuertes reservas de capital financiero y liquidez

Recursos financieros a partir del cuarto trimestre 2023:

• Activos totales: € 1.06 billones
• Relación de nivel de equidad común 1 (CET1): 15.9%
• Relación de cobertura de liquidez (LCR): 146%

Extensa red bancaria global

Métricas de presencia global:

• Operaciones en 40 países
• Total de ramas: 1.550
• Clientes de banca digital: 36.3 millones

Fuerza laboral calificada con experiencia digital y financiera

Categoría de empleado	Número total	Porcentaje de habilidades digitales
Total de empleados	57,000	N / A
Especialistas en tecnología digital	5,200	92%
Analistas financieros	3,800	85%

Datos sólidos de clientes y plataformas digitales

Capacidades de la plataforma digital:

• Usuarios de la aplicación de banca móvil: 14.6 millones
• Penetración bancaria en línea: 78% de los clientes minoristas
• Procesamiento de transacciones en tiempo real: 99.99% de tiempo de actividad

Ing groep N.V. (ing) - modelo de negocio: proposiciones de valor

Experiencia bancaria digital integral

A partir de 2024, ING atiende a 38.4 millones de clientes minoristas y 4.7 millones de clientes corporativos en 40 países. La penetración de la banca digital alcanzó el 86.3% de la base total de clientes.

Métricas bancarias digitales	2024 estadísticas
Usuarios de banca móvil	32.1 millones
Transacciones bancarias en línea	2.3 mil millones anualmente
Tasa de satisfacción del cliente digital	87.6%

Soluciones financieras personalizadas en múltiples mercados

ING opera en mercados clave con productos financieros especializados.

• Países Bajos: € 307.2 mil millones Total de activos de banca minorista
• Alemania: € 214.5 mil millones de cartera bancaria total
• Bélgica: € 168.9 mil millones de inversiones bancarias totales
• Mercados internacionales: € 492.6 mil millones de activos totales

Tasas de interés competitivas y servicios bancarios de bajo costo

Tasas de interés de ahorro promedio en todos los mercados: 2.4% - 3.1%

Servicio bancario	Costo anual
Cuenta corriente básica	€0 - €3.50
Tarifa de transacción en línea	€0
Transferencia internacional	€0.50 - €5.00

Plataformas de banca en línea y móvil sin problemas

Métricas de rendimiento de la plataforma para 2024:

• Tasa de descarga de la aplicación móvil: 4.6 millones de descargas nuevas
• Calificación de la tienda de aplicaciones: 4.7/5
• Tiempo de actividad de la plataforma: 99.98%
• Tiempo de respuesta promedio: 0.3 segundos

Productos financieros sostenibles y socialmente responsables

Compromiso de finanzas sostenibles en 2024:

Métrica de sostenibilidad	Valor
Préstamos verdes emitidos	42,3 mil millones de euros
Inversiones de energía renovable	18,7 mil millones de euros
Compromiso de carbono neutral	Para 2030

Ing groep N.V. (ing) - modelo de negocio: relaciones con los clientes

Plataformas de autoservicio digital

Las plataformas de autoservicio digital de ING sirven a 38.3 millones de clientes de banca digital a partir del tercer trimestre de 2023. La aplicación de banca móvil tiene 14.2 millones de usuarios activos en sus mercados primarios.

Plataforma	Base de usuarios	Volumen de transacción digital
Aplicación de banca móvil	14.2 millones	€ 987 mil millones de transacciones en 2023
Sitio web de banca en línea	23.9 millones	€ 1.3 billones de transacciones en 2023

Servicios de asesoramiento financiero personalizado

Ing ofrece aviso financiero personalizado a través de:

• Herramientas de planificación financiera digital
• Recomendaciones de inversión impulsadas por IA
• Servicios de evaluación de riesgos personalizados

La plataforma de asesoramiento de inversiones atiende a 2,7 millones de clientes con estrategias de inversión personalizadas.

Atención al cliente multicanal

Canal de soporte	Volumen de contacto anual	Tiempo de respuesta promedio
Soporte telefónico	12.6 millones de contactos	3.2 minutos
Chat en vivo	8,4 millones de interacciones	45 segundos
Soporte por correo electrónico	5.9 millones de correos electrónicos	24 horas

Estrategias proactivas de comunicación digital

Implementos Alertas de transacciones en tiempo real y ideas financieras predictivas a través de canales digitales.

• Envió 246 millones de notificaciones digitales proactivas en 2023
• 87% Tasa de participación del cliente con comunicaciones digitales
• Recomendaciones financieras personalizadas con IA

Programas de lealtad y compromiso de los clientes

Métricas del programa de lealtad para 2023:

Métrico de programa	Valor
Miembros del programa de fidelización total	6.8 millones
Tasa de retención de clientes	92.4%
Valor promedio de por vida del cliente	€4,750

Ing Groep N.V. (Ing) - Modelo de negocio: canales

Aplicaciones de banca móvil

La aplicación de banca móvil de ING tiene 14.6 millones de usuarios activos en sus mercados europeos a partir de 2023. La aplicación admite transacciones en 13 países con un 99.8% de tiempo de actividad. Las descargas de aplicaciones móviles alcanzaron 4.2 millones en 2023.

Métricas de aplicaciones móviles	2023 datos
Usuarios activos	14.6 millones
Países apoyados	13
Tiempo de actividad de la aplicación	99.8%
Descargas de aplicaciones	4.2 millones

Plataformas de banca web en línea

La plataforma de banca web de ING atiende a 20.3 millones de clientes bancarios en línea. El volumen de transacciones digitales alcanzó € 237 mil millones en 2023.

• Total de clientes bancarios en línea: 20.3 millones
• Volumen de transacción digital: € 237 mil millones
• Inicios de sesión promedio de la plataforma web mensual: 8.6 millones

Sucursales bancarias físicas

ING opera 1.145 sucursales bancarios físicos en sus mercados europeos. Reducción de la red de sucursales del 12% en comparación con 2022.

Estadísticas de red de sucursales	2023 datos
Total de ramas	1,145
Países con ramas físicas	9
Tasa de reducción de ramas	12%

Redes de cajeros automáticos

ING mantiene 3.872 cajeros automáticos en sus mercados operativos. Las transacciones de cajeros automáticos totales en 2023 fueron 92.6 millones.

• Máquinas de cajeros automáticos totales: 3,872
• Transacciones anuales de cajeros automáticos: 92.6 millones
• Volumen de retiro de efectivo: 14.3 mil millones

Mercados financieros digitales de terceros

Ing se asocia con 47 mercados financieros digitales. El valor de la transacción del mercado digital alcanzó 56.2 mil millones de euros en 2023.

Métricas del mercado digital	2023 datos
Socios del mercado digital	47
Valor de transacción	56.2 mil millones de euros
Usuarios activos del mercado	3.7 millones

Ing Groep N.V. (Ing) - Modelo de negocio: segmentos de clientes

Clientes de banca minorista

A partir de 2023, ING atiende a aproximadamente 38.4 millones de clientes bancarios minoristas en sus mercados globales. La base de clientes se distribuye en 14 países.

Región	Número de clientes minoristas	Porcentaje de total
Países Bajos	9.2 millones	24%
Alemania	8.5 millones	22%
Otros mercados europeos	20.7 millones	54%

Empresas pequeñas y medianas

ING admite aproximadamente 1,3 millones de pequeñas y medianas empresas (PYME) en sus mercados operativos.

• Cartera promedio de préstamos para las PYME: € 82 mil millones
• Penetración de banca digital entre las PYME: 87%
• Duración promedio de la relación bancaria de las PYME: 6.4 años

Clientes corporativos e institucionales

Ing atiende a 75,000 clientes corporativos e institucionales a nivel mundial con una cartera de banca corporativa total de € 341 mil millones en 2023.

Segmento de clientes	Exposición total	Valor de transacción promedio
Grandes empresas	215 mil millones de euros	45 millones de euros
Empresas del mercado medio	126 mil millones de euros	€ 12 millones

Consumidores individuales internacionales

ING opera en 14 países con 5,6 millones de consumidores individuales internacionales fuera de sus mercados primarios.

• Tasa de adopción de banca digital: 92%
• Edad internacional promedio del cliente: 38 años
• Volumen de transacción transfronteriza: € 24.3 mil millones anuales

Digital primero demográfico más joven

ING se dirige a 7,2 millones de clientes digitales de entre 18 y 35 años en sus mercados.

Canal digital	Porcentaje de usuario	Transacciones mensuales promedio
Banca móvil	78%	42 transacciones
Banca en línea	65%	28 transacciones

Ing groep n.v. (ing) - modelo de negocio: estructura de costos

Inversiones de infraestructura tecnológica

En 2023, Ing invirtió € 1.2 mil millones en tecnología e infraestructura digital. El desglose de gastos de TI anual del banco incluye:

Categoría	Monto de inversión (€)
Computación en la nube	418 millones
Ciberseguridad	276 millones
Desarrollo de plataforma digital	342 millones
AI y aprendizaje automático	164 millones

Mantenimiento de la plataforma digital

Los costos anuales de mantenimiento de la plataforma digital para ING en 2023 totalizaron 312 millones de euros, con la siguiente asignación:

• Licencias de software: € 87 millones
• Actualizaciones del sistema: € 124 millones
• Soporte técnico: € 101 millones

Compensación de empleados

Gastos totales de compensación de empleados para ING en 2023:

Tipo de compensación	Cantidad (€)
Salarios base	4.600 millones
Bonos de rendimiento	612 millones
Contribuciones del Seguro Social	538 millones
Contribuciones de pensiones	423 millones

Gastos de cumplimiento regulatorio

Los costos de cumplimiento regulatorio de Ing para 2023 se estructuraron de la siguiente manera:

• Sistemas anti-lavado de dinero (AML): € 156 millones
• Conozca los procesos de su cliente (KYC): € 98 millones
• Informes regulatorios: 67 millones de euros
• Capacitación de cumplimiento: 24 millones de euros

Costos de marketing y adquisición de clientes

Gastos de marketing y gastos de adquisición de clientes para ING en 2023:

Canal de marketing	Gasto (€)
Marketing digital	187 millones
Publicidad de medios tradicional	76 millones
Campañas de adquisición de clientes	142 millones
Desarrollo de la marca	53 millones

Ing Groep N.V. (Ing) - Modelo de negocio: flujos de ingresos

Ingresos por intereses de préstamos e hipotecas

En 2023, ING reportó ingresos por intereses netos de € 13.1 mil millones. Desglose de ingresos por intereses por segmento:

Segmento	Ingresos por intereses (millones de euros)
Banca minorista	8,750
Banca al por mayor	4,350

Tarifas de servicio bancario digital

Las tarifas de servicio bancario digital para 2023 totalizaron € 1.2 mil millones, con la siguiente distribución:

• Tarifas de transacción bancaria en línea: € 450 millones
• Cargos de servicio bancario móvil: 350 millones de euros
• Tarifas de gestión de cuentas digitales: € 400 millones

Ingresos de banca de inversión

Los ingresos de la banca de inversión en 2023 alcanzaron € 2.5 mil millones, segmentados de la siguiente manera:

Fuente de ingresos	Cantidad (€ millones)
Aviso de fusiones y adquisiciones	750
Servicios de suscripción	1,100
Asesoramiento de mercados de capitales	650

Tarifas de procesamiento de transacciones y pagos

Las tarifas de procesamiento de transacciones y pagos en 2023 ascendieron a 1.800 millones de euros:

• Tarifas de transacción con tarjeta de crédito: 650 millones de euros
• Procesamiento de pagos internacionales: € 750 millones
• Tarifas de la plataforma de pago digital: € 400 millones

Comisiones de gestión de activos

Las comisiones de gestión de activos para 2023 totalizaron € 1.5 mil millones, distribuidas de la siguiente manera:

Categoría de gestión de activos	Ingresos de la Comisión (millones de euros)
Fondos mutuos	650
Gestión de fondos de pensiones	450
Gestión de patrimonio privado	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.