On 13 May 2015, ING’s Director of Corporate Strategy, Dorothy Hillenius, addresses the Digital Banking Revolution conference organized by Bank of America Merrill Lynch in London. She elaborates on how technology and changing customer behaviour are transforming the banking industry, with customers increasingly using different channels in their search for reliable and easy solutions. In addition, she talks about ING’s strategy to earn the primary relationship with the customer and how the bank creates a differentiating customer experience in today’s digital era.