Oct 2, 2018
ING's Iassen Deenitchin fills us in on Global Process Management: "From the design of the Global Process Management program, we said, 'We want to achieve a couple of things at the same time.' We want to improve our financial performance, but even more important, we want to improve the customer experience because we know that one, without it, our financial performance will never get where we want it to be. But, two, we just see customer needs changing. If we don't do that, even if we're able to perform well now, we'll soon jeopardize our success in the future. If we don't think of how we make our customer needs, or our customer experiences Bible to our business model."