Juan Pablo López Cobo's questions to ING Groep NV (ING) leadership • Q2 2025
Question
Juan Pablo López Cobo from Banco Santander requested more detail on expense initiatives like KYC and contact centers, the expected payback from the wholesale banking restructuring, and the drivers of the upgraded ROE guidance, specifically the contribution from net income versus lower equity.
Answer
CEO Steven van Rijswijk detailed various digitalization initiatives using AI and GenAI for KYC, contact centers, and coding. He specified the €85 million wholesale restructuring provision would yield €40 million in annualized benefits starting in 2026. CFO Tanate Phutrakul attributed the higher ROE outlook to a more fee-intense revenue mix and operating at the lower end of cost guidance, which both improve profitability.