Ing Groep N.V. (ING): Business Model Canvas [Jan-2025 Mise à jour]

Dans le monde dynamique de la banque mondiale, ING Groep N.V. est une puissance numérique transformatrice, réinvenant les services financiers grâce à un modèle commercial innovant et centré sur le client. En tirant stratégiquement la technologie de pointe, de vastes réseaux mondiaux et un engagement profond envers les expériences numériques personnalisées, ING s'est positionné comme une institution financière pionnière qui mélange de manière transparente les principes bancaires traditionnels avec des solutions numériques de nouvelle génération. Cette exploration de toile de modèle commercial dévoile les mécanismes complexes qui stimulent le succès remarquable d'ING, offrant un aperçu convaincant de la façon dont la banque moderne transcende les frontières conventionnelles pour offrir une valeur inégalée à divers segments de clients sur les marchés internationaux.

Ing Groep N.V. (ING) - Modèle commercial: partenariats clés

Alliances stratégiques avec les entreprises technologiques mondiales

Ing a établi des partenariats stratégiques avec les entreprises technologiques suivantes:

Partenaire technologique	Focus de partenariat	Année établie
Microsoft	Cloud Computing et intégration en IA	2018
Google Cloud	Analyse des données et apprentissage automatique	2020
Services Web Amazon	Infrastructure numérique et évolutivité	2019

Collaboration avec les startups fintech pour l'innovation numérique

Les collaborations de startup fintech d'ING incluent:

• Gestion des investissements avec un capital évolutif (plateforme d'investissement numérique)
• Partenariats avec N26 et Bunq pour les technologies bancaires numériques
• Collaboration avec Kabbage pour les solutions de prêt de petites entreprises

Partenariats avec des processeurs de paiement et des prestataires de services financiers

Partenaire de paiement	Services fournis	Volume de transaction (2023)
Addyen	Traitement mondial des paiements	289,4 milliards d'euros
Visa	Réseaux de paiement internationaux	412,7 milliards d'euros
MasterCard	Solutions de paiement transfrontalières	356,2 milliards d'euros

Coopération avec les compagnies d'assurance pour des solutions financières intégrées

Les partenariats d'assurance de l'ING comprennent:

• Groupe NN pour les produits d'assurance et les produits bancaires intégrés
• Allianz pour les services financiers à vente croisée
• AXA pour des solutions complètes de gestion des risques

Investissements totaux de partenariat en 2023: 742 millions d'euros

Nombre de partenariats technologiques actifs et financiers: 47

Ing Groep N.V. (ING) - Modèle d'entreprise: Activités clés

Développement de la plate-forme bancaire numérique

Ing est investi 1,2 milliard d'euros dans la technologie et la transformation numérique en 2022. L'infrastructure de plate-forme bancaire numérique comprend:

• Applications bancaires mobiles dans plus de 40 pays
• Plateformes bancaires en ligne desservant 38,3 millions de clients numériques
• Infrastructure basée sur le cloud Soutenir le traitement des transactions en temps réel

Métriques de plate-forme numérique	2022 données
Total des utilisateurs numériques	38,3 millions
Téléchargements d'applications mobiles	15,6 millions
Volume de transaction numérique	3,4 billions d'euros

Innovation de produit financier et de service

Ing alloue 350 millions d'euros par an à l'innovation de produit, en se concentrant sur:

• Solutions de financement durable
• Services financiers axés sur l'IA
• Intégration de la blockchain et de la crypto-monnaie

Gestion des risques et surveillance de la conformité

L'infrastructure de conformité implique:

• 750 millions d'investissement annuel dans les systèmes de gestion des risques
• 1 200 professionnels de la conformité dédiés
• Algorithmes avancés de détection de fraude d'apprentissage automatique

Analyse et personnalisation des données clients

Métriques d'analyse des données	2022 statistiques
Capacité de traitement des données	500 pétaoctets / an
Couverture de personnalisation dirigée par l'IA	85% des interactions du client
Précision d'analyse prédictive	92.4%

Opérations internationales de banque de détail et commerciale

L'empreinte opérationnelle mondiale comprend:

• 40 pays de présence bancaire active
• 52 000 employés au total
• Services bancaires commerciaux dans 25 pays

Métriques opérationnelles géographiques	2022 données
Total des pays	40
Total des clients	57,6 millions
Actif total	1,06 billion d'euros

Ing Groep N.V. (ING) - Modèle commercial: Ressources clés

Infrastructure de technologie bancaire numérique avancée

L'infrastructure technologique d'ING à partir de 2024 comprend:

• 1,1 milliard d'euros investis dans l'informatique et la transformation numérique en 2023
• Infrastructure de cloud computing couvrant 85% des plates-formes bancaires numériques
• Plus de 5 000 professionnels de l'informatique dévoués

Composant technologique	Spécification	Investissement (€)
Systèmes bancaires de base	Plates-formes numériques modernisées	450 millions
Infrastructure de cybersécurité	Protection avancée des menaces	220 millions
IA et apprentissage automatique	Systèmes d'analyse prédictive	180 millions

Solides réserves de capital financier et de liquidité

Ressources financières au quatrième trimestre 2023:

• Actif total: 1,06 billion d'euros
• Ratio de niveau 1 (CET1) commun: 15,9%
• Ratio de couverture de liquidité (LCR): 146%

Vaste réseau bancaire mondial

Mesures de présence mondiales:

• Opérations dans 40 pays
• Branches totales: 1 550
• Clients bancaires numériques: 36,3 millions

Effectif spécialisé avec une expertise numérique et financière

Catégorie des employés	Nombre total	Pourcentage de compétences numériques
Total des employés	57,000	N / A
Spécialistes de la technologie numérique	5,200	92%
Analystes financiers	3,800	85%

Données clients robustes et plates-formes numériques

Capacités de plate-forme numérique:

• Utilisateurs d'applications de banque mobile: 14,6 millions
• Pénétration des services bancaires en ligne: 78% des clients de détail
• Traitement des transactions en temps réel: 99,99% de disponibilité

Ing Groep N.V. (ING) - Modèle d'entreprise: propositions de valeur

Expérience bancaire numérique complète

En 2024, ING dessert 38,4 millions de clients de détail et 4,7 millions de clients d'entreprises dans 40 pays. La pénétration des services bancaires numériques a atteint 86,3% du total de la clientèle.

Métriques bancaires numériques	2024 statistiques
Utilisateurs de la banque mobile	32,1 millions
Transactions bancaires en ligne	2,3 milliards par an
Taux de satisfaction du client numérique	87.6%

Solutions financières personnalisées sur plusieurs marchés

ING opère sur des marchés clés avec des produits financiers spécialisés.

• Pays-Bas: 307,2 milliards d'euros actifs bancaires au détail au détail
• Allemagne: portefeuille bancaire de 214,5 milliards d'euros
• Belgique: 168,9 milliards de € Investissements bancaires totaux
• Marchés internationaux: 492,6 milliards d'euros d'actifs au total

Taux d'intérêt concurrentiels et services bancaires à faible coût

Taux d'intérêt d'épargne moyens sur tous les marchés: 2,4% - 3,1%

Service bancaire	Coût annuel
Compte courant de base	€0 - €3.50
Frais de transaction en ligne	€0
Transfert international	€0.50 - €5.00

Plateformes de banque en ligne et mobile sans couture

Métriques de performance de la plate-forme pour 2024:

• Taux de téléchargement des applications mobiles: 4,6 millions de nouveaux téléchargements
• Évaluation de l'App Store: 4.7 / 5
• Time de disponibilité de la plate-forme: 99,98%
• Temps de réponse moyen: 0,3 seconde

Produits financiers durables et socialement responsables

Engagement financier durable en 2024:

Métrique de la durabilité	Valeur
Prêts verts délivrés	42,3 milliards d'euros
Investissements en énergie renouvelable	18,7 milliards d'euros
Engagement neutre en carbone	D'ici 2030

Ing Groep N.V. (ING) - Modèle d'entreprise: relations avec les clients

Plates-formes de libre-service numériques

Les plateformes numériques en libre-service d'ING desservent 38,3 millions de clients bancaires numériques au T3 2023. L'application bancaire mobile compte 14,2 millions d'utilisateurs actifs sur ses principaux marchés.

Plate-forme	Base d'utilisateurs	Volume de transaction numérique
Application bancaire mobile	14,2 millions	987 milliards d'euros de transactions en 2023
Site Web de banque en ligne	23,9 millions	1,3 billion de transactions en 2023

Services de conseil financier personnalisés

Ing offre un avis financier personnalisé à travers:

• Outils de planification financière numériques
• Recommandations d'investissement axées sur l'IA
• Services d'évaluation des risques personnalisés

La plate-forme de conseil en placement dessert 2,7 millions de clients avec des stratégies d'investissement personnalisées.

Support client multicanal

Canal de support	Volume de contact annuel	Temps de réponse moyen
Support téléphonique	12,6 millions de contacts	3,2 minutes
Chat en direct	8,4 millions d'interactions	45 secondes
Assistance par e-mail	5,9 millions de courriels	24 heures

Stratégies de communication numérique proactives

Instruments Alertes de transaction en temps réel et Perferies financières prédictives à travers les canaux numériques.

• Envoyé 246 millions de notifications numériques proactives en 2023
• Taux d'engagement client de 87% avec les communications numériques
• Recommandations financières personnalisées alimentées par l'IA

Programmes de fidélité et d'engagement de la clientèle

Mesures du programme de fidélité pour 2023:

Métrique du programme	Valeur
Membres du programme de fidélité totale	6,8 millions
Taux de rétention de la clientèle	92.4%
Valeur à vie moyenne du client	€4,750

Ing Groep N.V. (ING) - Modèle commercial: canaux

Applications bancaires mobiles

L'application bancaire mobile d'ING compte 14,6 millions d'utilisateurs actifs sur ses marchés européens en 2023. L'application prend en charge les transactions dans 13 pays avec une disponibilité de 99,8%. Les téléchargements d'applications mobiles ont atteint 4,2 millions en 2023.

Métriques d'application mobile	2023 données
Utilisateurs actifs	14,6 millions
Pays soutenus	13
Time de disponibilité de l'application	99.8%
Téléchargements d'applications	4,2 millions

Plateformes de banque Web en ligne

La plate-forme bancaire Web d'ING dessert 20,3 millions de clients bancaires en ligne. Le volume des transactions numériques a atteint 237 milliards d'euros en 2023.

• Total des clients bancaires en ligne: 20,3 millions
• Volume de transaction numérique: 237 milliards d'euros
• Connects de plate-forme Web mensuels moyens: 8,6 millions

Succursales bancaires physiques

Ing exploite 1 145 succursales bancaires physiques sur ses marchés européens. Réduction du réseau de branche de 12% par rapport à 2022.

Statistiques du réseau de succursales	2023 données
Total des succursales	1,145
Pays à branches physiques	9
Taux de réduction des succursales	12%

Réseaux ATM

ING maintient 3 872 machines ATM sur ses marchés opérationnels. Les transactions totales ATM en 2023 étaient de 92,6 millions.

• Machines ATM total: 3 872
• Transactions ATM annuelles: 92,6 millions
• Volume de retrait en espèces: 14,3 milliards d'euros

Places de marché financier numérique tierces

Partenaires avec 47 marchés financiers numériques. La valeur de transaction du marché numérique a atteint 56,2 milliards d'euros en 2023.

Métriques du marché numérique	2023 données
Partenaires du marché numérique	47
Valeur de transaction	56,2 milliards d'euros
Utilisateurs actifs du marché	3,7 millions

Ing Groep N.V. (ING) - Modèle d'entreprise: segments de clientèle

Clients bancaires au détail

En 2023, ING dessert environ 38,4 millions de clients bancaires de détail sur ses marchés mondiaux. La clientèle est distribuée dans 14 pays.

Région	Nombre de clients de vente au détail	Pourcentage du total
Pays-Bas	9,2 millions	24%
Allemagne	8,5 millions	22%
Autres marchés européens	20,7 millions	54%

Petites et moyennes entreprises

Ing prend en charge environ 1,3 million de petites et moyennes entreprises (PME) sur ses marchés opérationnels.

• Portefeuille de prêts moyens pour les PME: 82 milliards d'euros
• Pénétration des banques numériques chez les PME: 87%
• Durée moyenne de la relation bancaire des PME: 6,4 ans

Clients d'entreprise et institutionnels

ING dessert 75 000 clients d'entreprise et institutionnels dans le monde avec un portefeuille total des services bancaires d'entreprise de 341 milliards d'euros en 2023.

Segment client	Exposition totale	Valeur de transaction moyenne
Grandes entreprises	215 milliards d'euros	45 millions d'euros
Corpates du marché intermédiaire	126 milliards d'euros	12 millions d'euros

Consommateurs individuels internationaux

ING opère dans 14 pays avec 5,6 millions de consommateurs individuels internationaux en dehors de ses principaux marchés.

• Taux d'adoption des banques numériques: 92%
• Âge du client international moyen: 38 ans
• Volume de transaction transfrontalière: 24,3 milliards d'euros par an

Numérique d'abord démographique plus jeune

ING cible 7,2 millions de clients numériques de 18 à 35 ans sur ses marchés.

Canal numérique	Pourcentage d'utilisateur	Transactions mensuelles moyennes
Banque mobile	78%	42 transactions
Banque en ligne	65%	28 transactions

Ing Groep N.V. (ING) - Modèle d'entreprise: Structure des coûts

Investissements infrastructures technologiques

En 2023, ING a investi 1,2 milliard d'euros dans la technologie et les infrastructures numériques. La répartition annuelle des dépenses informatiques de la banque comprend:

Catégorie	Montant d'investissement (€)
Cloud computing	418 millions
Cybersécurité	276 millions
Développement de plate-forme numérique	342 millions
IA et apprentissage automatique	164 millions

Maintenance de plate-forme numérique

Les coûts de maintenance annuelle de la plate-forme numérique pour ING en 2023 ont totalisé 312 millions d'euros, avec l'allocation suivante:

• Licence logicielle: 87 millions d'euros
• Mises à niveau du système: 124 millions d'euros
• Support technique: 101 millions d'euros

Compensation des employés

Total des frais d'indemnisation des employés pour ING en 2023:

Type de compensation	Montant (€)
Salaires de base	4,6 milliards
Bonus de performance	612 millions
Contributions de la sécurité sociale	538 millions
Contributions à la pension	423 millions

Frais de conformité réglementaire

Les coûts de conformité réglementaire de l'ING pour 2023 ont été structurés comme suit:

• Systèmes anti-blanchiment d'argent (AML): 156 millions d'euros
• Connaissez vos processus de client (KYC): 98 millions d'euros
• Rapports réglementaires: 67 millions d'euros
• Formation en conformité: 24 millions d'euros

Coûts de marketing et d'acquisition des clients

Dépenses de marketing et dépenses d'acquisition des clients pour ING en 2023:

Canal de marketing	Dépenses (€)
Marketing numérique	187 millions
Publicité médiatique traditionnelle	76 millions
Campagnes d'acquisition de clients	142 millions
Développement	53 millions

Ing Groep N.V. (ING) - Modèle d'entreprise: Strots de revenus

Revenu des intérêts des prêts et hypothèques

En 2023, ING a déclaré un revenu net d'intérêts de 13,1 milliards d'euros. Répartition des revenus des intérêts par segment:

Segment	Revenu des intérêts (millions d'euros)
Banque de détail	8,750
Banque de gros	4,350

Frais de service bancaire numérique

Les frais de service bancaire numérique pour 2023 ont totalisé 1,2 milliard d'euros, avec la distribution suivante:

• Frais de transaction bancaire en ligne: 450 millions d'euros
• Frais de service bancaire mobile: 350 millions d'euros
• Frais de gestion des comptes numériques: 400 millions d'euros

Revenus de la banque d'investissement

Les revenus de la banque d'investissement en 2023 ont atteint 2,5 milliards d'euros, segmentés comme suit:

Source de revenus	Montant (€ millions)
Advisory des fusions et acquisitions	750
Services de souscription	1,100
Conseil des marchés des capitaux	650

Frais de traitement des transactions et des paiements

Les frais de traitement des transactions et des paiements en 2023 s'élevaient à 1,8 milliard d'euros:

• Frais de transaction de carte de crédit: 650 millions d'euros
• Traitement international des paiements: 750 millions d'euros
• Frais de plate-forme de paiement numérique: 400 millions d'euros

Commissions de gestion des actifs

Les commissions de gestion des actifs pour 2023 ont totalisé 1,5 milliard d'euros, distribuée comme suit:

Catégorie de gestion des actifs	Revenu de la Commission (millions d'euros)
Fonds communs de placement	650
Gestion des fonds de retraite	450
Gestion de patrimoine privée	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.