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Note: This session is at the ING House in Amstelveen and starts a little earlier than usual!
Pieter van der Werf, Head of Customer Experience ING, answers how ING gives substance to the concept of Customer Experience. In the ING House in Amstelveen you can experience this experience “live” and hear how an office can still be relevant in this digital age.
What to expect.
Online and mobile banking is here to stay. For example, 2.8 million ING customers use the mobile banking app. In ING’s vision, especially in times of digitization, personal contact between advisor and customer is becoming increasingly important. Advisors help customers get started with digital banking and all the new possibilities it offers. They provide financial advice so that customers feel financially fit, now and in the future.”
In designing the ING House, inspiration was taken from the hospitality world where hospitality is in the genes. There are no more counters, but living rooms, long wooden tables and seating areas, which create a pleasant atmosphere. The advisors play the most important role in giving customers the feeling of hospitality. As in other parts of ING Netherlands, they work in an agile way. This gives them more freedom and responsibility to offer customers the best service.
On 11 June you will not only get a glimpse of the concept behind the ING House, which by the way recently opened in Leeuwarden, but also an explanation of the insights that led to this concept. Then we will talk about translating these insights to other industries. This makes the evening also interesting for people from outside the financial services industry.
The speaker
Pieter van der Werf, from his role as Head of Customer Experience at ING, is responsible for the concept of the ING House, also known as the office of the future, as well as the rollout of this concept to other branches. On June 11, he will not only take us through the story behind the office of the future but also discuss the relevance of the insights for other industries.
Subscribe
The cost of participation for this session is 65 euros including sandwiches and drinks, excluding VAT. You will immediately receive a confirmation and invoice in your mailbox.
To keep the administrative costs for the sessions as low as possible, and therefore the participation fee, we prefer direct payment through the website. The invoice includes all the necessary details to claim it from your employer if necessary.
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