More than 30 years ago, when Annerie Vreugdenhil started her career in financial services, people dressed up to visit a bank. An appointment with a bank manager was “a big deal”, she says.
That type of customer behaviour is “sort of gone”, says Ms Vreugdenhil, now ING’s chief innovation officer and head of the bank’s centralised innovation unit, ING Neo. What has remained, she says, is the role that banks play in the “moment of truth in people’s or business’s lives”.
