Step inside ING Bank in Romania for an exclusive ECCA Site of Excellence visit with the Gold winners of Contact Centre of the Year at the 2025 European Contact Centre & Customer Service Awards (ECCCSAs).
This is your chance to see first-hand what ‘best-in-class’ looks like in a modern, digital-first banking operation and take away ideas you can apply immediately in your own environment.
You’ll hear how ING’s purpose is lived day-to-day and how that clarity fuels operational excellence, transformation, and a genuinely infectious culture. Expect practical insight into how they align strategy to business goals and keep performance transparent at every level. You’ll also find out how they build momentum through continuous improvement, collaboration, and strong stakeholder management.
Most importantly, you’ll experience how ING combines customer-centric innovation with an outstanding colleague experience, from frictionless journeys and smarter automation, to engagement, wellbeing and recognition that creates real pride.
Here are more reasons to join us:
- See the Contact Centre of the Year for yourself
- Learn how purpose drives performance at scale
- Take away practical ideas you can apply immediately
- Understand what ‘good’ looks like in digital-first CX
- Network with your peers from across Europe
Places are limited and the event is free to attend.
Agenda
Hear the latest news and updates on ECCA and what to expect from the day.
Leigh Hopwood, Chair of ECCA and CEO, CCMA
ING welcomes you to meet the team where they will share the background of their operation and their incredible journey to winning Contact Centre of the Year at the 2025 European Contact Centre & Customer Service Awards (ECCCSA).
A practical deep-dive into the elements that make ING a top-tier operation; how purpose is embedded, how performance is made visible, and how colleague and customer experience are designed with intention. You’ll take away approaches you can use back at your own site.
In this session, you’ll discover how ING:
- Brings its purpose to life through clear priorities (efficiency, digitalisation, and people) with tight alignment to the strategy.
- Turns customer insight into action through Voice of the Customer, cross-functional workshops and frictionless journey design.
- Builds capability fast with structured onboarding, mentoring, shadowing and channel-ready skills.
- Makes performance meaningful with KPIs understood at every level.
- Creates flexibility and ownership through modern resource planning and advisor-led scheduling principles.
- Drives innovation through tech enablement and frontline co-creation.
- Sustains a ‘magnetic’ culture with recognition, wellbeing, and community programmes that keep engagement high.
Do you have any questions for the ING team? What have you learnt today?
When is it?
Date: Fri 29 May 2026
Time: 10:00 – 13:00
Location: ING Bank, Bucharest, Romania
Who is it for?
People responsible for customer contact in their business or looking to learn more about what is possible in our industry
For Members of ECCA Association Partners only. Other registrations will be considered, in particular where you’re in a country not a member of ECCA.
How much is it?
Free to attend.
“ING Romania is a true benchmark for the European customer contact industry. What stood out most was the combination of a deeply embedded purpose, outstanding employee engagement and customer‑centric innovation. This is an operation that doesn’t just talk about excellence, it lives it every day, with clarity, energy and measurable impact.” – ECCCSA Judge