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Digital Transformation: What's the Role of HR Case Study—ING


April 2018 | Case Studies

HR played a critical role in introducing agile transformation within ING Belgium’s Delivery and Client Services units, leading efforts to:

  • Craft the vision, messaging, and campaign to ensure that employees understood why the changes were necessary and how they, and ING, would benefit;
  • Reshape the Delivery and Client Services workforce and job structure;
  • Equip employees and leaders for new ways of working;
  • Revamp formal talent processes to reflect the organization’s new culture and ways of working; and
  • Use data and analytics to track progress, measure impacts, and make decisions.


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Mary B. Young, D.B.A.

Principal Researcher, Human Capital
The Conference Board

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