Banking’s Digital Gold Rush
In the gleaming headquarters of ABN AMRO in Amsterdam, there’s something conspicuously missing: customers. The bank’s once-bustling lobbies have gone quiet, with nearly 9 out of 10 physical branches now shuttered. But business is booming.
The global appetite for digital banking is insatiable. Market projections show the sector expanding from $30.4 billion in 2023 to an eye-popping $168.3 billion by 2032—a 20.9% compound annual growth rate that outpaces most tech sectors.
From Physical to Virtual: ABN AMRO’s Bold Gamble
ABN AMRO, the Netherlands’ third-largest bank, made its choice decisively. Working with Microsoft, the institution integrated Azure Communication Services (ACS) with Microsoft Teams to embed secure video conferencing directly within its banking portal.
The results were dramatic and immediate:
87.5% of physical branches closed
99% of mortgage consultations now happen online
Record-breaking mortgage business performance post-implementation
88-89% of complex financial consultations maintained on digital channels after the pandemic
“Before COVID, about 60-70% of our complex consultations were already happening through video,” notes Joeri Hartmans, ABN AMRO’s video banking product owner. “During the pandemic, this jumped to 98%, and it stabilized at nearly 90%. Our customers have voted with their clicks.”
The Security Architect Behind the Scenes
“Financial communication isn’t just about connection—it’s about absolute security,” says Jiang. “Every pixel transmitted needs protection.”
As a core software engineer for the project, her challenge: create a system with the convenience of consumer video apps but with bank-grade security.
Jiang’s solution was a multi-layered security framework that combined Azure’s encryption capabilities with custom safeguards specifically designed for financial environments. The centerpiece was an adaptive leak prevention system that acts like a “digital immune system,” identifying potential vulnerabilities in real time and responding automatically.
For customers, this security architecture remains invisible. They simply log into their familiar banking portal and connect with advisors through embedded video. Behind the scenes, however, sophisticated verification mechanisms ensure each meeting is “verifiable in origin, traceable in path, and controlled in process.”
Beyond Security: Building Digital Trust
ABN AMRO financial advisor Vincent Bakker has witnessed the transformation firsthand. “Geography has become irrelevant,” he says. “I once simultaneously advised clients on two different continents—something impossible in the branch model.”
The bank’s internal security team evaluated this system as “well above industry average” in robustness. More importantly, customers embraced it. Unlike traditional approaches requiring external links and third-party platforms, the embedded solution eliminated phishing concerns by keeping customers entirely within the trusted banking environment.
“The consistency of this experience cannot be overstated for a financial institution where trust is paramount,” Hartmans emphasizes. “This is the most important change we’ve implemented since launching video banking.”
The Future of Banking Communication
As a key contributor to Microsoft’s Azure Communication Services and ABN AMRO’s video banking project, Sijie Jiang demonstrated exceptional technical leadership and innovation. She not only helped the client achieve significant business outcomes (closing physical branches, moving core business online) but also contributed pioneering architectural designs that have become exemplary for the industry’s digital transformation.
Financial institutions worldwide are now studying this approach. The Dutch bank’s success suggests a future where branch networks shrink while customer relationships deepen through secure digital channels.
“Security isn’t just about defense—it’s the foundation of customer trust,” Jiang reflects. “When designed properly, it enables transformation rather than hindering it.”
In an industry built on trust but desperate for digital relevance, that balance might be banking’s most valuable currency of all.
