ING's head of retail markets, Petri Nikkilä, emphasizes the importance of mobile-led strategies for retail banking, stating that if banks don't exist on mobile, they essentially don't exist. With over 80% of ING's retail customers being mobile users, the bank focuses on seamless mobile experiences, integrating digital and human interactions. ING's agile culture helped it quickly adapt to remote operations during the pandemic. Nikkilä stresses balancing operational efficiency with customer experience, using technology to simplify processes, and retaining meaningful customer relationships in a mobile-first world.

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