The non-government bank has also set up a center of excellence to help the country develop her digital talent base.
The government of Vietnam aims to accelerate national digital transformation efforts in the finance and banking industry, including a target of 70% of bank transactions conducted on digital platforms by 2025.
To that end, one non-government bank in the country has fulfilled its commitment to build the digital skills economy by unveiling an inaugural Center of Excellence (CoE) to upskill the workforce and develop digital talent.
At the same time, Vietnam Technological and Commercial Joint Stock Bank (Techcombank) has also become the first bank in Vietnam to launch an end-to-end customer experience technology platform. This involves launching innovative offerings for consumers, and tapping into market growth in alignment with Vietnam’s national digital transformation strategy for 2025.
Digital-first banking in a developing country
As customers in the country seek experiences that are better, quicker, and more convenient Techcombank will offer highly tailored, one-to-one experiences that meet every need — both online and offline. It has partnered with a technology platform to determine the best personalization format for individual customers, by analyzing their browsing patterns and deploying ‘persona-based discovery paths’. The latter refers to the use of data science and customer journey mapping to offer hyper-personalized service in real-time.
According to the bank’s CEO, Jens Lottner: “Today’s consumers are banking across multiple online and offline channels, and it is critical to meet their expectations wherever they choose to engage or transact. Our ongoing five-year transformation strategy (will) accelerate our journey of being the leader in the customer-led digitization of the Financial Services Industry in Vietnam.” This marks a significant milestone for the banking industry in Vietnam, as consumers become increasingly digital-first, as in other parts of the world.
Said Simon Dale, Managing Director (Southeast Asia and Korea), Adobe, the bank’s technology partner:. “We are thrilled to be part of Techcombank’s journey to enable the digital transformation of Vietnam’s finance and banking industry. Techcombank will be able to deliver better and faster experiences for customers, advancing its long-term vision to inspire a more robust digital skills economy and workforce reskilling in Vietnam. Our CoE will develop the digital capabilities of teams within Techcombank, simultaneously accelerate its digital transformation journey, and enable the development of industry-leading digital talent within the bank.”