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Description:
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Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks.
Featuring
Jorissa Neutelings, Chief Digital Officer, ABN AMRO
Show Notes
Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks. We discuss:
What a liquid company is and how it enables ABN AMRO to meet customers where their needs begin
How three pillars of digital strategy allow ABN AMRO to architect journeys based on customer behavior
The role of intentional friction in building trust
The era of serving the "lazy customer" |
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