ING Groep (INGA) Morgan Stanley European Financials Conference 2026 summary

Strategic priorities and operational structure

• Operations, business support, payments, AML/KYC, data, analytics, and AI are centralized under the COO, covering about one-third of the workforce.

• Technology is managed separately by the CTO, but analytics and AI teams work closely with tech for integrated delivery.

• Hubs in six countries and seven locations enable agile, cross-country collaboration, enhancing flexibility and scalability.

Digitalization, scalability, and AI integration

• Digitalization and straight-through processing (STP) are measured across 350 customer journeys, driving efficiency.

• AI and analytics are consolidated in a single global team, using a unified platform and joint KPIs across business lines.

• 90% of AI initiatives are scaled bank-wide, with centralized risk and compliance oversight.

• Agentic AI in Dutch mortgages has delivered 10–15% productivity gains, with similar solutions rolling out in Germany.

Cost base optimization and workforce impact

• AI-driven behavioral modeling in KYC aims to automate 80% of manual fallouts, targeting significant efficiency gains.

• Contact centers have seen a 40% reduction in volume and 80% success rate in non-manual resolutions via GenAI chatbots.

• Operations FTEs are being reduced by over 1,000 annually, offset by growth in other business segments and engineering.

• Re-skilling and redeployment programs are in place to address workforce transitions due to automation.