Ing groep n.v. (ing): modelo de negócios [janeiro-2025 Atualizado]

No mundo dinâmico do banco global, o Ing Groep N.V. é uma potência digital transformadora, reimaginando os serviços financeiros por meio de um modelo de negócios inovador e centrado no cliente. Ao aproveitar estrategicamente a tecnologia de ponta, as redes globais expansivas e um profundo compromisso com as experiências digitais personalizadas, o ING se posicionou como uma instituição financeira pioneira que combina perfeitamente os princípios bancários tradicionais com soluções digitais de próxima geração. Este modelo de negócios exploração de tela revela os intrincados mecanismos que impulsionam o notável sucesso, oferecendo um vislumbre convincente de como os bancos modernos transcendem os limites convencionais para oferecer valor incomparável a diversos segmentos de clientes em mercados internacionais.

Ing groep n.v. (ing) - Modelo de negócios: parcerias -chave

Alianças estratégicas com empresas de tecnologia global

A ing estabeleceu parcerias estratégicas com as seguintes empresas de tecnologia:

Parceiro de tecnologia	Foco em parceria	Ano estabelecido
Microsoft	Computação em nuvem e integração de IA	2018
Google Cloud	Análise de dados e aprendizado de máquina	2020
Amazon Web Services	Infraestrutura digital e escalabilidade	2019

Colaboração com startups de fintech para inovação digital

As colaborações de startups de fintech de ing incluem:

• Gerenciamento de investimentos com capital escalável (plataforma de investimento digital)
• Parcerias com N26 e BUNQ para tecnologias bancárias digitais
• Colaboração com Kabbage para soluções de empréstimos para pequenas empresas

Parcerias com processadores de pagamento e provedores de serviços financeiros

Parceiro de pagamento	Serviços prestados	Volume da transação (2023)
Adyen	Processamento de pagamento global	€ 289,4 bilhões
Visa	Redes de pagamento internacionais	€ 412,7 bilhões
MasterCard	Soluções de pagamento transfronteiriças	€ 356,2 bilhões

Cooperação com companhias de seguros para soluções financeiras integradas

As parcerias de seguros de ing incluem:

• Grupo NN para produtos de seguros e bancos integrados
• Allianz para serviços financeiros de venda cruzada
• AXA para soluções abrangentes de gerenciamento de riscos

Total Partnership Investments em 2023: € 742 milhões

Número de tecnologia ativa e parcerias financeiras: 47

Ing groep n.v. (ing) - Modelo de negócios: atividades -chave

Desenvolvimento da plataforma bancária digital

Ing investiu 1,2 bilhão de euros em tecnologia e transformação digital em 2022. A infraestrutura da plataforma bancária digital inclui:

• Aplicativos bancários móveis em mais de 40 países
• Plataformas bancárias online que atendem a 38,3 milhões de clientes digitais
• Infraestrutura baseada em nuvem que suporta processamento de transações em tempo real

Métricas de plataforma digital	2022 dados
Total de usuários digitais	38,3 milhões
Downloads de aplicativos móveis	15,6 milhões
Volume de transação digital	€ 3,4 trilhões

Produto financeiro e inovação de serviços

A ing aloca 350 milhões de euros anualmente para a inovação de produtos, com foco em:

• Soluções financeiras sustentáveis
• Serviços financeiros orientados a IA
• Integração de blockchain e criptomoeda

Gerenciamento de riscos e monitoramento de conformidade

A infraestrutura de conformidade envolve:

• € 750 milhões de investimentos anuais em sistemas de gerenciamento de riscos
• 1.200 profissionais de conformidade dedicados
• Algoritmos avançados de detecção de fraude de aprendizado de máquina

Análise de dados do cliente e personalização

Métricas de análise de dados	2022 Estatísticas
Capacidade de processamento de dados	500 petabytes/ano
Cobertura de personalização orientada a IA	85% das interações do cliente
Precisão da análise preditiva	92.4%

Operações bancárias comerciais e de varejo internacional

A pegada operacional global inclui:

• 40 países de presença bancária ativa
• 52.000 funcionários totais
• Serviços bancários comerciais em 25 países

Métricas operacionais geográficas	2022 dados
PAÍS TOTAL	40
Total de clientes	57,6 milhões
Total de ativos	€ 1,06 trilhão

Ing groep n.v. (ing) - Modelo de negócios: Recursos -chave

Infraestrutura de tecnologia bancária digital avançada

A infraestrutura tecnológica da ING em 2024 inclui:

• 1,1 bilhão de euros investidos nela e transformação digital em 2023
• Infraestrutura de computação em nuvem, cobrindo 85% das plataformas bancárias digitais
• Mais de 5.000 profissionais de TI dedicados

Componente de tecnologia	Especificação	Investimento (€)
Sistemas bancários principais	Plataformas digitais modernizadas	450 milhões
Infraestrutura de segurança cibernética	Proteção avançada de ameaças	220 milhões
AI e aprendizado de máquina	Sistemas de análise preditiva	180 milhões

Fortes reservas de capital financeiro e liquidez

Recursos Financeiros a partir do quarto trimestre 2023:

• Total de ativos: € 1,06 trilhão
• Common patity Tier 1 (CET1) Razão: 15,9%
• Índice de cobertura de liquidez (LCR): 146%

Extensa rede bancária global

Métricas de presença global:

• Operações em 40 países
• Filiais totais: 1.550
• Clientes bancários digitais: 36,3 milhões

Força de trabalho qualificada com conhecimento digital e financeiro

Categoria de funcionários	Número total	Porcentagem de habilidades digitais
Total de funcionários	57,000	N / D
Especialistas em tecnologia digital	5,200	92%
Analistas financeiros	3,800	85%

Dados robustos do cliente e plataformas digitais

Recursos de plataforma digital:

• Usuários de aplicativos bancários móveis: 14,6 milhões
• Penetração bancária online: 78% dos clientes de varejo
• Processamento de transações em tempo real: 99,99% de atividade

Ing groep n.v. (ing) - Modelo de negócios: proposições de valor

Experiência bancária digital abrangente

A partir de 2024, a ING atende a 38,4 milhões de clientes de varejo e 4,7 milhões de clientes corporativos em 40 países. A penetração bancária digital atingiu 86,3% da base total de clientes.

Métricas bancárias digitais	2024 Estatísticas
Usuários bancários móveis	32,1 milhões
Transações bancárias online	2,3 bilhões anualmente
Taxa de satisfação do cliente digital	87.6%

Soluções financeiras personalizadas em vários mercados

A ing opera em mercados -chave com produtos financeiros especializados.

• Holanda: 307,2 bilhões de ativos bancários de varejo totais
• Alemanha: € 214,5 bilhões portfólio bancário total
• Bélgica: € 168,9 bilhões no total de investimentos bancários
• Mercados internacionais: € 492,6 bilhões de ativos totais

Taxas de juros competitivas e serviços bancários de baixo custo

Taxas médias de juros de poupança entre mercados: 2,4% - 3,1%

Serviço bancário	Custo anual
Conta atual básica	€0 - €3.50
Taxa de transação online	€0
Transferência internacional	€0.50 - €5.00

Plataformas bancárias online e móveis sem costura

Métricas de desempenho da plataforma para 2024:

• Taxa de download de aplicativos móveis: 4,6 milhões de novos downloads
• App Store Classificação: 4.7/5
• Tempo de atividade da plataforma: 99,98%
• Tempo médio de resposta: 0,3 segundos

Produtos financeiros sustentáveis ​​e socialmente responsáveis

Compromisso financeiro sustentável em 2024:

Métrica de sustentabilidade	Valor
Empréstimos verdes emitidos	€ 42,3 bilhões
Investimentos de energia renovável	€ 18,7 bilhões
Compromisso neutro de carbono	Até 2030

Ing groep n.v. (ing) - Modelo de negócios: relacionamentos com o cliente

Plataformas de autoatendimento digital

As plataformas de autoatendimento digital da ING atendem a 38,3 milhões de clientes bancários digitais a partir do terceiro trimestre de 2023. O aplicativo Banking Mobile possui 14,2 milhões de usuários ativos em seus mercados primários.

Plataforma	Base de usuários	Volume de transação digital
Aplicativo bancário móvel	14,2 milhões	€ 987 bilhões de transações em 2023
Site bancário online	23,9 milhões	€ 1,3 trilhão de transações em 2023

Serviços de Consultoria Financeira Personalizada

Ing oferece consultoria financeira personalizada por meio de:

• Ferramentas de planejamento financeiro digital
• Recomendações de investimento orientadas pela IA
• Serviços de avaliação de risco personalizados

A plataforma de consultoria de investimentos atende 2,7 milhões de clientes com estratégias de investimento personalizadas.

Suporte ao cliente multicanal

Canal de suporte	Volume de contato anual	Tempo médio de resposta
Suporte telefônico	12,6 milhões de contatos	3,2 minutos
Bate -papo ao vivo	8,4 milhões de interações	45 segundos
Suporte por e -mail	5,9 milhões de e -mails	24 horas

Estratégias proativas de comunicação digital

Implementos ing Alertas de transações em tempo real e Insights financeiros preditivos através de canais digitais.

• Enviou 246 milhões de notificações digitais proativas em 2023
• 87% de taxa de envolvimento do cliente com comunicações digitais
• Recomendações financeiras personalizadas a IA

Programas de lealdade e engajamento do cliente

Métricas do Programa de Fidelidade para 2023:

Métrica do programa	Valor
Membros do programa de fidelidade total	6,8 milhões
Taxa de retenção de clientes	92.4%
Valor médio de vida útil do cliente	€4,750

Ing groep n.v. (ing) - Modelo de negócios: canais

Aplicativos bancários móveis

O aplicativo Banking Banking da ING possui 14,6 milhões de usuários ativos em seus mercados europeus a partir de 2023. O aplicativo suporta transações em 13 países com 99,8% de tempo de atividade. Os downloads de aplicativos móveis atingiram 4,2 milhões em 2023.

Métricas de aplicativos móveis	2023 dados
Usuários ativos	14,6 milhões
Países apoiados	13
Tempo de atividade do aplicativo	99.8%
Downloads de aplicativos	4,2 milhões

Plataformas bancárias online da web

A plataforma bancária da Web da ING atende a 20,3 milhões de clientes bancários on -line. O volume de transações digitais atingiu 237 bilhões de euros em 2023.

• Total de clientes bancários online: 20,3 milhões
• Volume de transação digital: 237 bilhões de euros
• Logins médios mensais da plataforma da web: 8,6 milhões

Agências bancárias físicas

A ing opera 1.145 agências bancárias físicas em seus mercados europeus. Redução da rede de filiais de 12% em comparação com 2022.

Estatísticas da rede de filiais	2023 dados
Filiais totais	1,145
Países com ramos físicos	9
Taxa de redução de ramificação	12%

Redes de caixas eletrônicos

A ing mantém 3.872 caixas eletrônicos em seus mercados operacionais. As transações totais de ATM em 2023 foram de 92,6 milhões.

• Total de caixas eletrônicos: 3.872
• Transações anuais de atm: 92,6 milhões
• Volume de retirada em dinheiro: € 14,3 bilhões

Mercados financeiros digitais de terceiros

A ing parceiros com 47 mercados financeiros digitais. O valor da transação do mercado digital atingiu € 56,2 bilhões em 2023.

Métricas de mercado digital	2023 dados
Parceiros do mercado digital	47
Valor da transação	€ 56,2 bilhões
Usuários ativos do mercado	3,7 milhões

Ing groep n.v. (ing) - Modelo de negócios: segmentos de clientes

Clientes bancários de varejo

A partir de 2023, a ING atende a aproximadamente 38,4 milhões de clientes bancários de varejo em seus mercados globais. A base de clientes é distribuída em 14 países.

Região	Número de clientes de varejo	Porcentagem de total
Holanda	9,2 milhões	24%
Alemanha	8,5 milhões	22%
Outros mercados europeus	20,7 milhões	54%

Pequenas e médias empresas

A ING suporta aproximadamente 1,3 milhão de pequenas e médias empresas (PMEs) em seus mercados operacionais.

• Portfólio de empréstimos médios para PME: € 82 bilhões
• Penetração bancária digital entre as PME: 87%
• Duração média do relacionamento bancário das PME: 6,4 anos

Clientes corporativos e institucionais

A ING atende a 75.000 clientes corporativos e institucionais globalmente, com um portfólio bancário corporativo total de € 341 bilhões em 2023.

Segmento de cliente	Exposição total	Valor médio da transação
Grandes empresas	€ 215 bilhões	€ 45 milhões
Empresas do mercado intermediário	€ 126 bilhões	€ 12 milhões

Consumidores individuais internacionais

A ing opera em 14 países com 5,6 milhões de consumidores individuais internacionais fora de seus mercados primários.

• Taxa de adoção bancária digital: 92%
• Idade média do cliente internacional: 38 anos
• Volume de transação transfronteiriça: € 24,3 bilhões anualmente

Primeiro digital mais jovem demográfico

A ing metas de 7,2 milhões de clientes digitais de 18 a 35 anos em seus mercados.

Canal digital	Porcentagem do usuário	Transações mensais médias
Mobile Banking	78%	42 transações
Bancos online	65%	28 transações

Ing groep n.v. (ing) - Modelo de negócios: estrutura de custos

Investimentos de infraestrutura de tecnologia

Em 2023, a ING investiu 1,2 bilhão de euros em tecnologia e infraestrutura digital. O colapso anual de gastos com TI do banco inclui:

Categoria	Valor do investimento (€)
Computação em nuvem	418 milhões
Segurança cibernética	276 milhões
Desenvolvimento da plataforma digital	342 milhões
AI e aprendizado de máquina	164 milhões

Manutenção da plataforma digital

Os custos anuais de manutenção da plataforma digital para 2023 totalizaram 312 milhões de euros, com a seguinte alocação:

• Licenciamento de software: € 87 milhões
• Atualizações do sistema: 124 milhões de euros
• Suporte técnico: € 101 milhões

Compensação dos funcionários

Despesas totais de compensação de funcionários para ing em 2023:

Tipo de compensação	Valor (€)
Salários da base	4,6 bilhões
Bônus de desempenho	612 milhões
Contribuições do Seguro Social	538 milhões
Contribuições de pensão	423 milhões

Despesas de conformidade regulatória

Os custos de conformidade regulatória de Ing para 2023 foram estruturados da seguinte forma:

• Sistemas de lavagem de dinheiro (AML): € 156 milhões
• Conheça os processos do seu cliente (KYC): € 98 milhões
• Relatórios regulatórios: € 67 milhões
• Treinamento de conformidade: € 24 milhões

Custos de marketing e aquisição de clientes

Despesas de marketing e despesas de aquisição de clientes em 2023:

Canal de marketing	Gastos (€)
Marketing digital	187 milhões
Publicidade tradicional da mídia	76 milhões
Campanhas de aquisição de clientes	142 milhões
Desenvolvimento da marca	53 milhões

Ing groep n.v. (ing) - Modelo de negócios: fluxos de receita

Receita de juros de empréstimos e hipotecas

Em 2023, a ing reportou receita de juros líquidos de € 13,1 bilhões. Repartição da receita de juros por segmento:

Segmento	Receita de juros (milhões de euros)
Banco de varejo	8,750
Bancário por atacado	4,350

Taxas de serviço bancário digital

As taxas de serviço bancário digital para 2023 totalizaram 1,2 bilhão de euros, com a seguinte distribuição:

• Taxas de transação bancária online: € 450 milhões
• Encargos de serviço bancário móvel: € 350 milhões
• Taxas de gerenciamento de contas digitais: € 400 milhões

Receita bancária de investimento

As receitas bancárias de investimento em 2023 atingiram 2,5 bilhões de euros, segmentados da seguinte forma:

Fonte de receita	Valor (milhões de euros)
Fusões e aquisições consultivas	750
Serviços de subscrição	1,100
Capital Markets Advisory	650

Taxas de processamento de transações e pagamento

As taxas de processamento de transações e pagamentos em 2023 totalizaram 1,8 bilhão de euros:

• Taxas de transação do cartão de crédito: € 650 milhões
• Processamento de pagamento internacional: € 750 milhões
• Taxas de plataforma de pagamento digital: € 400 milhões

Comissões de gerenciamento de ativos

As comissões de gerenciamento de ativos para 2023 totalizaram 1,5 bilhão de euros, distribuídas da seguinte forma:

Categoria de gerenciamento de ativos	Receita da Comissão (milhões de €)
Fundos mútuos	650
Gerenciamento de fundos de pensão	450
Gerenciamento de patrimônio 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.