Jorissa Neutelings took to the keynote stage this year to discuss how ABN AMRO is working to deliver a seamless digital experience for its customers.
As with many personal banks navigating the digital shift, ABN AMRO faces the challenge of maintaining customer trust while balancing security with user-friendly design. Creating a frictionless experience often comes at the cost of essential security measures, a trade-off that must be carefully managed.
Today’s customers expect their banks to safeguard their data while also offering smooth, intuitive services. Encouragingly, 1.5 million ABN AMRO clients are open to sharing their data in exchange for more personalised, automated solutions, provided that data is handled responsibly.
Neutelings emphasised that ABN AMRO is committed to using only the minimum data necessary to tailor secure, highly personal experiences. She argued that trust must be built into the foundation of digital security frameworks, starting with a customer-first mindset. Only then can banks foster the kind of fluid, trusted relationships that modern users expect.
Christina Hirsch highlighted Swisscom’s commitment to digital trust through the implementation of certified digital identities, compliant with ZertES and eIDAS standards.
In her presentation, she pointed out a major pain point: the onboarding process is often complex and fragmented across different services, leading to a drop-off rate of 20–30%. To address this, Hirsch advocated for streamlined identity solutions – specifically, multi-factor authentication and unified identification processes delivered via digital wallets and e-IDs. These technologies, she noted, are key to making trust both scalable and user-friendly.
