Banks aim for 'touchless', enhancing customer experience

Photo caption — Prime Minister Pham Minh Chinh attended the event "Digital Transformation of Banking Sector by 2025" with the theme "Smart Digital Ecosystem in the New Era". Photo: Duong Giang/VNA

Cleaned over 113 million individual customer records

At the event Digital Transformation of the Banking Industry in 2025 with the theme "Smart Digital Ecosystem in the New Era" held on the afternoon of May 29, Governor of the State Bank of Vietnam Nguyen Thi Hong said that this is an important annual event, demonstrating the high political determination and strong commitment of the entire industry in implementing Resolution 57-NQ/TW.

According to Ms. Nguyen Thi Hong, the interbank electronic payment system processes an average of VND820,000 billion/day while the financial switching and electronic clearing system processes 26 million transactions/day. The National Credit Information Infrastructure has been upgraded to increase the ability to process and update data automatically; at the same time, expand the collection and update of data inside and outside the industry with the rate of successful data updates from credit institutions (CIs) reaching a high level of over 98%.

In particular, over the past time, more than 113 million individual customer profiles and more than 711,000 organizational customer profiles have been compared with biometric information (reaching more than 66% of the total number of organizational payment accounts generating transactions on digital channels).

Many friendly and convenient banking products and services bring practical value to meet the diverse needs of customers. Many basic operations have been 100% digitized (savings deposits, term deposits, opening and using payment accounts, opening bank cards, e-wallets, money transfers, loans...).

Many credit institutions in Vietnam have achieved a digital transaction rate of over 95%. To date, nearly 87% of Vietnamese adults have bank accounts; The value of non-cash payments (TTKDTM) is 25 times the GDP. Vietnam is also a pioneer in connecting cross-border retail payments via QR codes with Thailand, Cambodia and Laos, aiming to expand in the Asian region.

To implement Resolution 57 in the spirit of accompanying other sectors and fields, the State Bank of Vietnam has developed and directed commercial banks to implement a VND 500,000 billion credit program for enterprises investing in infrastructure and digital technology to implement key and important national projects in the fields of transportation, electricity and digital technology according to the list announced by ministries and sectors.

Up to now, 21 commercial banks have prepared a resource of VND 500,000 billion for lending under the Program with preferential lending interest rates in VND, at least 1%/year lower than the average medium and long-term lending interest rates applied by the lending banks themselves in each period.

Digitize the loan process with digital signature, comprehensive digital transformation

Presenting a speech at the Digital Transformation of the Banking Industry 2025 Event, Techcombank Deputy General Director, Mr. Phan Thanh Son said that Techcombank is pioneering in digital transformation of the Vietnamese financial industry, putting people and businesses at the center to build a smart digital ecosystem.

According to Mr. Phan Thanh Son, based on the digital identification and payment platform that has been deployed, taking advantage of the power of digital technology and data to provide diverse services. This is a big step forward in building a smart digital ecosystem, with people and businesses at the center.

Techcombank has invested more than 500 million USD in data infrastructure and digitalization, building the Data Brain system - processing 8 billion data points per day, creating a separate profile with 7,800 characteristics for each customer. This is the platform for the bank to deploy more than 400 personalized journeys, reaching 7.8 million people with financial services suitable for income, behavior, and life stage. The application users access on average 55 times per month.

Techcombank Mobile application has served more than 10 million users, fully integrating services to meet personal financial needs on one platform. For example, Auto-Earning 2.0 (Automatic profit): The solution of "idle money generating automatic profit", supporting 3.3 million people to optimize nearly 70,000 billion VND, but still flexible spending at any time. Techcombank Rewards: The largest point accumulation - gift exchange ecosystem in the industry with 700 billion in reward value, linking 300 brands, 19,000 acceptance points. Helping people save on actual daily spending.

Not only serving individual customers, Techcombank Business is a digital banking platform for small and medium enterprises, from money transfer, savings, loans, trade finance, supply chain finance...

In the context of the global banking and finance industry transforming rapidly, MSB has pioneered the application of advanced technology, building a solid foundation for comprehensive digital transformation. Accordingly, MSB has deployed a comprehensive digital marketing strategy, covering popular social media channels, connecting e-commerce platforms, combining payment technology solutions and modern fintech services (financial technology) deployed by MSB's own technology team, the bank has expanded its reach and created smooth experiences between shopping and finance, multi-channel customer experience.

MSB has also built a large digital ecosystem, connecting people with many businesses, schools, hospitals and many other service industries.

On the occasion of the digital transformation of the banking industry, a representative of VPBank said that contactless payment has gone beyond the role of a simple convenience solution to affirm its strategic position, becoming a core driving force for the comprehensive digitalization process. VPBank cited data from Mastercard, showing that Vietnam is among the countries with the highest growth rate of contactless payments in the region. Currently, VPBank's contactless transaction sales via credit cards have increased by 70%, of which more than 81% are essential consumer transactions such as shopping, dining, and supermarkets. In particular, VPBank has pioneered the expansion of one-touch payments via Pay by Account.

VPBank emphasizes the development orientation of a comprehensive digital bank, where all contactless payment methods from cards, QR codes, Pay by Account to Tap-to-Phone are seamlessly integrated on the VPBank NEO super app. In March 2025, the bank launched a smart profit-making toolkit integrating AI, Big Data and Cloud on NEO, helping customers optimize cash flow with attractive interest rates, personal financial planning, automatic accumulation and effective investment.

With the motto "Customer is the center", LPBank constantly invests in digital transformation and technology development to bring superior experiences to customers. Digital transformation is considered a core task of LPBank with the orientation including synchronous and rapid implementation of projects that bring quick benefits, investing resources in projects that bring long-term benefits, implementing projects to serve business development, digital solutions to improve customer service quality, and automating processes.

Accelerating digital transformation actively supports business development, reduces costs, increases efficiency, and helps LPBank comprehensively manage and improve service quality and customer experience. LPBank also pioneered cooperation with the Ministry of Public Security to deploy services on VNeID (according to Project 06), allowing people to open accounts, receive social security benefits and use more than 200 direct payment services on this platform. LPBank is one of the first four banks to support social security payments via VNeID, contributing to preventing fraud and promoting sustainable digitalization.

To achieve the above achievements, LPBank has implemented key projects focusing on 5 project groups. First, the customer development and business service project group focuses on growing the target customer segment, expanding market share and improving experience; second, the lean operation project group to increase operational efficiency, cut costs and optimize processes; third, the risk management and compliance project group to promote digitalization, automation and personalization in banking products and services; fourth, the data analysis and reporting project group. LPBank is promoting the application of artificial intelligence (AI) and big data analysis to improve risk management efficiency.

For the IT infrastructure project group, LPBank is deploying Data Center 2 as an important part of its comprehensive digital transformation strategy. With these strategic steps, LPBank not only enhances customer experience but also affirms its pioneering position in the digital banking industry in Vietnam.

Recently, the Department of Administrative Police for Social Order (C06 - Ministry of Public Security) launched the Centralized Remote Digital Signature Portal on VNeID (RSHUB); announced the pilot of the centralized digital signature portal on the VNeID electronic identification and authentication application platform. This is an important step in digitizing data and administrative procedures, public services as well as applications in current electronic transactions.

Responding to this policy, BIDV has pioneered the integration of remote digital signature solutions into the loan registration flow on the BIDV Home application - a specialized digital financial platform serving individual customers borrowing to buy houses, electric cars, and green credit needs. Applying digital signatures authenticated by VNeID right from the start helps BIDV simplify the process, shorten the time to process documents, completely eliminate paperwork, and increase safety, transparency and seamless experience for customers.

According to Ms. Pham Phuong Lan - Deputy Head of BIDV Retail Banking, the bank highly appreciates the role of the Ministry of Public Security in creating digital infrastructure, especially the establishment of a unified digital signature identification and authentication standard through VNeID. In the coming time, BIDV will continue to closely coordinate with the Ministry of Public Security and related units to expand the centralized remote digital signature solution to other transaction channels such as: Signing loan contracts, online savings deposits on BIDV SmartBanking; signing documents at the counter (opening accounts, depositing/withdrawing money...); connecting more deeply with national public service platforms...

Source: https://doanhnghiepvn.vn/chuyen-doi-so/ngan-hang-huong-toi-khong-cham-nang-tam-trai-nghiem-khach-hang/20250530071950530