ING's Customer-Centric Data Journey from Community Idea to Private Cloud Deployment
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The document outlines ING's strategy to enhance customer relationships and operational efficiency through a data-driven approach and the development of a private cloud platform. It emphasizes the importance of data governance, analytics transformation, and the integration of digital services to create a personalized customer experience. The presentation also details ING's collaborative initiatives involving teams from multiple countries to innovate and automate processes within their data architecture.
ING's Customer-Centric Data Journey from Community Idea to Private Cloud Deployment
- 1. ING’S CUSTOMER-CENTRIC DATA JOURNEY FROM COMMUNITY IDEA TO PRIVATE CLOUD DEPLOYMENT Barry Hijkoop, Platform Architect Data Lake & ING Hadoop Community lead Data Works Summit Europe 2017 Munich • April 5th 2017 How to eat an elephant?
- 2. Market leaders Benelux Growth markets Commercial Banking Challengers The world of ING 2 Customers 35 Million Private, Corporate and Institutional Customers Countries more than 40 In Europe, Asia, Australia, North and South America Employees 52,000
- 3. 3 1. Earn the primary relationship 2. Develop analytics skills to understand our customers better 3. Increase the pace of innovation to serve changing customer needs 4. Think beyond traditional banking to develop new services and business models Empowering people to stay a step ahead in life and in business. Simplify & Streamline Operational Excellence Performance Culture Lending Capabilities Purpose Customer Promise Strategic Priorities Enablers Creating a differentiating customer experience Clear and Easy Anytime, Anywhere Empower Keep Getting Better
- 4. Trends in the banking landscape continue to evolve 4 Customer Behaviour Competitive Landscape Technology Fintech SocietyRegulation People’s time is precious; they don’t want to spend it on finance Products have become commoditised; the only way to differentiate is through the experience Regulatory uncertainty continues Digitalisation is erasing borders Ability to leverage new technologies will define future competitive advantage
- 5. 5 …and will move towards a globally scalable banking platform Creating a differentiating customer experience Laying the foundation for further convergence Empowering people to stay a step ahead in life and in business Global Data Management Global Process Management ING Private Cloud Modular Architecture Bank-wide Shared Services Support Function TOMs: Finance, Risk, HR, Procurement, IT • Best-in-class Omnichannel proposition • Largest bank in the Benelux • Intention to move to integrated universal banking platform in Belgium and Netherlands • Best-in-class digital financial platform • Expanded product and digital capabilities • Leverage scale across 5 countries • Digital platform to empower clients • Single global platform for wholesale clients • Front-to-back process improvement • Best client experience and best offer principle • Banking platform open for non-clients and 3rd parties • Supported by standardisation and automation Market Leaders “Orange Bridge” Challengers “Model Bank” Wholesale “WB TOM” (already running) Germany “Welcome” The ING brand 1 2 3 4 All projects described are proposed intentions of ING. No formal decisions will be taken until the information and consultation with the Work Councils have been properly finalised. Subject to regulatory approval
- 6. Data becomes the key 6 Data is no longer something that is locked in operational systems, but must be governed across all systems Data is the basis for creating an Omni channel experience for the customer and therefore turning the Bank into a real digital bank the customer can do business with 24*7 and via any channel Data is the key in proving the Bank knows their customer and offering relevant products and services. Therefore, analytics needs to transform from a prescriptive use of data into predictive use of data Websites need to become personalized and also fully integrated with the digital channels on mobile devices. Being in control of our data is key in maintaining our customers’ trust and regulators demand proof from the bank of being in control of its data. => To be able to realise all of this, all data needs to be centrally governed
- 7. ING’s response – The Data Lake Architecture 7
- 8. ING Countries Community Members We needed to learn Experiment together Find the correct answer And position Hadoop 8 To find out we started a community 2015Q1 2016Q1 2015Q2 & Q3
- 9. Hadoop as data preparation environment Hadoop as exploration environment Hadoop part of real time response systems (still under discussion) 9 We found the following patterns using Hadoop to store filesFile Storage Deep Data Analytic Hadoop Real Time
- 10. That fit very well 10
- 11. Started with knowledge sharing Grown to 7 countries participating Collaboration and production environments 1,5 year after starting, a turning point Switch to delivery ambitions Accompanying change in leadership Productizing and execution drive The next phase, a focus shift 11
- 12. Two tracks were identified: Automate the deployment of Hadoop Analytical pattern in ING Private Cloud. The group of system engineers split into three teams: • Team 1 - handling the ansible playbook development • Team 2 - handling the kerberisation for the ansible deployment • Team 3 - handling integration of ansible and puppet, also the passing of parameters from ING Private Cloud portal to the playbook Advanced Analytics on ING Private Cloud logging systems to get useful insights Hackathon 12 A group of 27 subject-matter-experts (data geniuses and automation gurus) from 7 different countries, gathered in Amsterdam, to collaborate intensively for 5 days.
- 13. No official status or budget Sponsoring (e.g. dinner, facilities, etc.): Chief Information Architect (co-founder) Chief Architect Infrastructure Global Head of Advanced Analytics Head of Data Lake & Analytics Domestic Banking NL CIO ING OIB Group Services All managers of members Workspace via secretaries of sponsors Free usage of ING Private Cloud as platform How we did it 13
- 14. Demand is rising, more countries getting involved Integration with Data Lake roll out and adaptation ING Private Cloud as Global platform Global Data Management Current status & next steps 14 Productizing the patterns Concept of One / Globalization Need for governance
- 15. Thank you
- 16. Follow us to stay a step ahead ING.com YouTube.com/ING SlideShare.net/ING@ING_News LinkedIn.com/company/ING Flickr.com/INGGroupFacebook.com/ING
- 17. How to eat an Elephant: Illustration by Sean Gallo www.seangallo.com - used with permission. Data Lake: ING Image attributions