Success Story

Top European Digital Bank ING Increases Lead Conversions by 27% and NPS by 10% in Just 3 Weeks With AI-Led Personalized Customer Journey Orchestration

Integration
AI Journey Orchestration
Personalization

27%

increase in lead CR

10%

uplift in NPS

32%

reduction in IT resource usage

Industry

Financial Services – Cryptocurrency, Brokerage

Themes

Integration
AI-Native Personalization
Automation
Journey Orchestration

Channels

App Push
App Personalization
Web
Architect

Tools

Automatic Migrator
Upsert API
CDP
Gamification Templates

“Insider enabled us to scale personalized journeys for millions worldwide, achieving quick time-to-value, reduced IT workload, and higher customer satisfaction, and is now a crucial partner for driving our digital growth.”

Senior Vice President, Digital Strategy

Why Insider

ING selected Insider after a rigorous evaluation of journey orchestration platforms, prioritizing speed, security, and seamless integration across complex digital banking channels. Insider’s advanced AI personalization and prebuilt connectors enabled rapid deployment and strong ROI, outperforming legacy vendors and empowering ING to serve customers with highly relevant, cross-channel experiences at scale.

Executive summary

ING partnered with Insider to elevate digital banking personalization and increase lead CR across web and mobile channels. Insider’s rapid, frictionless integration with ING’s existing systems and AI-driven journey orchestration accelerated lead generation by 27% and improved customer satisfaction with a 10% boost in NPS within just three weeks. Additionally, Insider reduced IT resource demands by 27%, enabling faster innovation.

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About ING

Founded in 1991, ING is a global financial institution rooted in Europe and recognized for digital banking innovation. Serving millions in 40+ countries, ING is committed to customer-centric solutions, sustainability, and inclusive finance, providing a comprehensive range of digital products and services for individuals and organizations.

USE CASE #1

Reducing Integration Time and IT Load by 27% with Insider’s Expert Support

The challenge

ING faced challenges connecting a variety of systems, including legacy platforms and point solutions, along with disparate data sources. This created a heavy load on IT teams tasked with maintaining multiple APIs. Data inconsistencies and debugging issues prevented ING from achieving a true unified customer profile.

The solution

Insider’s automatic migrator enabled ING to seamlessly integrate existing data with just a click, simplifying the transition. The easily implemented upsert API fed comprehensive customer data into the CDP, creating a full, unified customer view. What would have taken months was completed in just three weeks, including integration of over 100 custom events and attributes.

The results

27%

reduction in IT resource usage

3

weeks total integration time

100+

events and attributes integrated

USE CASE #2

Driving a 27% Increase in Lead CR and 10% NPS Uplift with AI-Native Customer Journeys

The challenge

ING struggled to connect various legacy systems, point solutions, and disparate data sources, which created a heavy burden on IT teams responsible for maintaining multiple APIs. Data inconsistencies and debugging issues hindered the creation of a true unified customer profile. leading to poor lead conversion, retention, and customer satisfaction.

The solution

Insider provided a robust CDP that unified customer data by capturing real-time behavioral signals across all touchpoints. This enabled ING to deliver personalized offers and messaging seamlessly across channels and throughout the entire customer lifecycle, applying fully orchestrated, cross-channel journey orchestration to boost engagement and conversions.

The results

27%

increase in
lead CR

10%

increase in NPS

9.6%

increase in loan and credit applications

Summary

Switching to Insider transformed ING’s digital banking journey, delivering rapid personalization and measurable improvements in lead conversion, customer satisfaction, and operational efficiency. Insider’s platform and expert support enabled ING to quickly optimize impactful journeys, positioning Insider as a strategic partner for ongoing innovation.

Looking ahead

ING will deploy Insider’s Support Agent to deliver more resource-efficient, personalized customer support, enhancing service quality while optimizing operational costs. This approach will also appeal to younger customers who prefer self-service, making interactions smoother and more engaging.

Favorite feature

Architect Wizard

ING’s favourite feature is Architect, empowering them to craft highly personalized, cross-channel journeys that engage customers throughout their digital banking lifecycle, driving deeper loyalty and superior business outcomes.

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