1) ING Belgium implemented a customer data management solution to provide a single view of customer data across business units and ensure high quality and up-to-date customer master data. 2) The solution established common business rules and processes for inputting and updating customer data from any channel to maintain a single source of truth. 3) As ING Belgium transitioned to a direct banking model with fewer in-person interactions, it partnered with an external company to help verify customer identities and keep contact information up to date.

1. How to keep your data quality in top shape Hubert Lissens & Frank Yseboot ING BELGIUM

2. ING: a financial group present worldwide 120,000 employees in more than 50 countries

3. Organisational structure ING Retail Wholesale OIB Support Payments Customer Data Channels Lending

4. Vertical Customer Data Customer Data Solution Delivery Service Delivery Requirement Mgt Delivery Team Operations team SPM

6. An 80’s-ish statement… IT people look like they are coming from Mars and we think they should stay there (Peter Hinsen)

7. Our approach : a joint venture Step 1 : an intensive collaboration between Operations and IT to define roles & responsabilities Step 2 : involvement of business for sponsoring and committment Step 3 : creation of Customer Domain and dedicated value chain

8. Our approach : the basics Install a service-based environment, using a solid and reliable IT-architecture Define one single source of truth for party-related data ( customers, prospects, suppliers : in short every entity dealing with ING Belgium) Insure high quality data input using business rules to prevent pollution and 4-eyes principle for sensitive data update Stress the importance for keeping data up-to-date by all end-users

14. Who is Ronaldinho ?