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”