Excellent lessons in CX management transformation from FPT Telecom Chairman Hoang Viet Anh

The largest international high-level conference on Customer Experience (CX) Management in Vietnam, Global CX Summit Vietnam 2025, will take place on December 13, 2025, at theFPT Building, Hanoi.

With the theme “The Future of CX in 2026: Where Technology Meets Humanity,” the event will bring together over 200 leading business leaders and 15 global CX “legends” to share their vision, strategies, and cutting-edge solutions where technology connects with people to create superior customer experiences. This is an ideal opportunity for Vietnamese and international experts and businesses to learn and exchange ideas about future CX trends, especially the role of AI and digital innovation.

The workshop will feature Mr. Hoang Viet Anh - Chairman of FPT Telecom and FPT Digital - as the keynote speaker. He will present on the topic " Customer Experience Management at FPT Telecom: Practices and Lessons Learned," sharing insights from his practical experience at FPT Telecom, helping businesses shape sustainable CX strategies.

As one of Vietnam's pioneering leaders in the field of digital transformation, Mr. Viet Anh represents a combination of leadership experience and practical application.

FPT Telecom Chairman Hoang Viet Anh at the Global CX Summit 2025

Mr. Hoang Viet Anh, with over 25 years of experience in information technology and digital services, is a second-generation leader at FPT Group. Prior to assuming his current role, he served as CEO of FPT Software and Chief Operating Officer (COO), making significant contributions to FPT's expansion into international markets.

Currently, under his leadership, FPT Telecom serves millions of individual and business customers nationwide with services such as Internet, television, surveillance cameras, and smart home solutions. He is considered a pioneer in digital transformation, especially in integrating technology to enhance customer satisfaction (CX), in line with the vision "FPT for customer happiness" - a core value that the corporation pursues through innovation.

Sharing about FPT's mission, Mr. Hoang Viet Anh said: "37 years ago, when FPT was founded, in the first descriptions of the group's mission, FPT's leaders wrote that FPT strives to satisfy customers. From the very beginning, FPT has recognized that customer experience plays an extremely important role in the development journey of the FPT Group."

In fact, for nearly four decades, FPT has continuously improved its Customer Experience (CX), and FPT Telecom – the unit that directly interacts with households – considers this a decisive factor in its success or failure. Last year, the company launched the ACX (Amazing Customer Experience) program nationwide, focusing on using all resources to improve the quality of products and services.

According to Mr. Viet Anh, technology plays a key role in this journey, starting with the application of data to better understand customers, thereby advising and implementing suitable services, and even predicting needs before they express them.

He stated: "In recent years, the rapid development of artificial intelligence (AI) technology has helped FPT Telecom make remarkable progress in understanding customer needs and preparing to develop products and services that provide customers with the best possible experience."

The Chairman of FPT Telecom emphasized that AI not only supports in-depth analysis but also enhances interaction efficiency through tools such as voicebots or chatbots, helping to reduce staffing while maintaining a high-quality user experience.

He believes that with the continued advancement of AI, CX will become even smoother. Participating in this year's Global CX Summit, Mr. Hoang Viet Anh stated that this is a forum for organizations and businesses to learn from and refer to experiences in applying AI to CX management, in order to create optimal customer experiences.

In addition to Mr. Hoang Viet Anh, the event also brought together more than 14 other prominent speakers from Vietnam and internationally, promising to provide a multifaceted perspective on balancing technology and human factors in CX.

Event details
Date: December 13, 2025
Location: FPT Building, 10 Pham Van Bach Street, Cau Giay Ward, Hanoi
Organizer: FSB Institute of Management & Technology, FPT University
Language: Bilingual Vietnamese - English (with simultaneous interpretation)
Registration link: https://gcx.fsb.edu.vn/

Ha An

Source: https://vtcnews.vn/bai-hoc-chuyen-doi-quan-tri-cx-xuat-sac-tu-chu-tich-fpt-telecom-hoang-viet-anh-ar991772.html