ABN AMRO Bank N.V.’s Jorissa Neutelings on Balancing Customer Experience and Security

In this episode of Chief Digital Heroes in Banking, Matthew welcomes Jorissa Neutelings, CDO at ABN AMRO Bank N.V. and her insights on the critical role of digital transformation in banking. She emphasizes the importance of prioritizing customer experience while balancing security measures in a rapidly evolving digital landscape. 

Jorissa also discusses the challenges posed by legacy systems and the need for banks to modernize their IT infrastructure to foster innovation. Additionally, she highlights the significance of employee engagement in driving successful digital initiatives. 

 

Topics discussed:

• The importance of prioritizing customer experience in banking to drive digital transformation and meet evolving consumer expectations in a competitive landscape.  
• Balancing security and user-friendliness is crucial for banks, ensuring that digital interactions are both safe and frictionless for customers.  
• Overcoming legacy systems is a significant challenge for banks, requiring strategic modernization to support agile and innovative digital solutions.  
• The role of employee engagement in digital transformation, emphasizing the need for continuous learning and adaptation within the organization.  
• Leveraging emerging technologies like AI and machine learning to create personalized banking experiences and enhance customer interactions.  
• Building a cohesive digital strategy that integrates various banking services into a unified customer experience across all platforms.  
• The impact of regulatory requirements on digital transformation efforts, highlighting the need for compliance while innovating.  
• The significance of data privacy and transparency in building trust with customers during digital interactions and service offerings.  
• Strategies for fostering a culture of innovation within banks to encourage creative problem-solving and adaptability in a fast-paced digital environment.