On April 25, 2025, National Citizen Commercial Joint Stock Bank (NCB) and Insider officially signed a cooperation agreement to implement the Multi-channel Customer Interaction Platform project (Data driven Customer Journey Automation).
This is the next step in NCB's comprehensive digital transformation journey to build a smart, comprehensively digitalized and personalized customer experience ecosystem based on Big Data and Artificial Intelligence (AI).
Promote digital transformation strategy, focusing on customers
According to the signed content, Insider will support NCB in building a unified customer data platform (CDP) that allows connecting, enriching and analyzing real-time data from all digital touchpoints.
This helps banks understand customers' needs and preferences, thereby providing optimal personalized strategies and products and services to meet customers' diverse needs.
Insider's platform also allows for personalized experiences across all communication channels such as mobile apps, websites, emails, SMS messages, Zalo, and social networks.
As a result, the interaction between the bank and the customer is flexibly adjusted, creating a seamless and consistent experience - an important factor in improving user satisfaction and retention.
The platform is built and operated by a team of experienced experts who understand Vietnamese culture and customer behavior. Therefore, it is highly compatible with Vietnamese users.
The platform also enables the processing of large amounts of data in real-time, ensuring smooth operations, allowing the bank to provide instant feedback and solutions to every situation that arises in the customer journey.
Mr. Ganesh Viswamani - Director of Data and Digital Transformation, NCB Bank shared: “Leveraging the power of data, Artificial Intelligence (AI), digitalization and automation will help NCB improve user experience and optimize business efficiency.
At the same time, we are gradually realizing our goal of providing an excellent, innovative, creative, and pioneering banking experience on a cutting-edge technology platform with a customer-centric strategy.”
Meanwhile, Mr. Nguyen Duy Tuong - Digital Marketing Director of NCB Data & Digital Transformation Division - said that in the coming time, the bank will focus on strongly developing multi-channel interaction models, leveraging the power of AI to deploy personalized solutions for each customer, in order to continuously improve service quality and bring more and more value to the customers that NCB serves.
Expectations to shape a new standard for personalized financial experiences
Insider is currently one of the leading providers of multi-channel customer experience personalization platforms.
With its strength in consolidating customer data in real-time and activating multi-channel customer journeys with speed and efficiency superior to conventional solutions, Insider currently provides services in 40 countries, including many large banks in the Asia- Pacific region and has been successfully deployed for many large banks and retail businesses in Vietnam.
Meanwhile, NCB is known as a bank with comprehensive and breakthrough transformation in recent years, especially in digital transformation with a series of outstanding marks: Being the first bank to deploy the payment account opening feature from the VNeID electronic identification application of the Ministry of Public Security , bringing a simple, safe and convenient experience to people, contributing to promoting cashless payments according to the Government's policy; cooperating with leading technology partners in the world and the region such as GCP, CMC Telecom, LUMIQ, Zoho Corporation... to implement highly complex digital transformation projects, providing customers with a variety of comprehensive payment solutions; operating the RLOS system allowing quick and accurate loan approval in just 5 minutes...
The cooperation between NCB and Insider will allow NCB to improve its customer service capacity nationwide, improve operational efficiency, solve the problem of lack of connection between touchpoints in the customer experience journey and data fragmentation, thereby optimizing conversion rates and customer engagement with the bank.
At the same time, NCB and Insider also expect to contribute to shaping new standards for digital financial experiences in the market, especially in the context that digital transformation has become a decisive factor for breakthrough growth, and customer experience is becoming a competitive advantage for banks.
The signing of a strategic cooperation agreement with Insider is NCB's next move in pioneering the application of technology to create a modern, smart and different banking experience - where each customer is understood, served optimally and accompanied long-term in their financial journey./.
Source: https://www.vietnamplus.vn/ncb-hop-tac-voi-insider-trien-khai-ca-nhan-hoa-hanh-trinh-khach-hang-da-kenh-post1042141.vnp
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