According to a Deloitte study, modern customers expect not only superior service but also personalized experiences. Digital technologies such as artificial intelligence (AI), chatbots, and process automation are playing a crucial role in enabling banks to create faster and more tailored banking experiences.
In Vietnam, banks including MB Bank, ACB, VP Bank, VIB, and TPBank are actively investing in digital transformation to offer more convenient, efficient, and secure financial services. The adoption of digital platforms has resulted in noticeable improvements in customer experience, contributing to the broader development of Vietnam’s banking sector.
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Eximbank’s logo on its headquarters in HCMC. Photo courtesy of Eximbank |
Growth potential in digital banking
According to Accesstrade, Vietnam’s digital banking sector is poised for significant expansion. Net interest income in the industry is projected to reach $68.11 million in 2024, with expectations of growing to $82.39 million by 2028, highlighting the sector’s strong potential.
The State Bank of Vietnam has also issued Decision 810/QD-NHNN, approving the Digital Transformation Plan for the banking sector through 2025, with a vision for 2030. This plan aims to foster the development of a comprehensive and sustainable digital banking ecosystem.
Despite the promising outlook, digital transformation in the banking sector presents challenges, including regulatory framework development, cybersecurity and data protection, and the need for skilled human resources. Banks also face high investment costs related to infrastructure and workforce training, as well as the challenge of balancing innovation with risk management.
Eximbank’s digital transformation strategy
At Eximbank, digital transformation is a key component of its business strategy, representing an opportunity to accelerate growth and strengthen its market position. The bank is focused on integrating technology to enhance financial products and services, improve customer experiences, and grow its customer base.
“We have taken steps to prepare for the next phase of expansion, targeting key business segments. Eximbank recognizes technology as a driver of innovation and development, both in scale and efficiency. We are committed to investing in modern, secure, and sustainable technology systems,” a representative from Eximbank stated.
Eximbank’s proactive approach demonstrates its readiness to embrace opportunities and challenges presented by the technological revolution. By investing in technology, prioritizing customer needs, and building a flexible management system, the bank aims to drive sustainable growth while contributing to the overall advancement of Vietnam’s banking industry.
Integrating technology in banking solutions
A key milestone in Eximbank’s digital transformation is the introduction of EBiz, a digital guarantee platform tailored for enterprises in the digital era. This online solution leverages automation and security technologies to help businesses streamline operations, reduce costs, and enhance efficiency.
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Eximbank’s enterprise guarantee program on digital platforms. Photo courtesy of Eximbank |
Since its launch, Eximbank EBiz has enabled business customers to manage transactions and financial operations conveniently via mobile devices and tablets. The platform is designed with a user-friendly interface and robust security features to ensure safe and seamless transactions.
Eximbank representatives highlighted that EBiz has gained customer trust and recognition, earning multiple industry awards. The bank has also implemented digitalization initiatives across various operations, including robotic process automation to enhance transaction efficiency and service quality.
Additionally, Eximbank has integrated technologies such as a customer relationship management (CRM) system, LOS-BPM for loan processing, virtual account solutions, and AI-driven customer service applications.
To further strengthen its digital ecosystem, Eximbank is expanding its services by upgrading its core card system, introducing new payment methods (Apple Pay, Garmin Pay, Google Pay), developing open banking solutions, and incorporating AI-driven tools such as ChatGPT for operational management. The bank is also leveraging blockchain and big data technologies for data analysis and customer engagement.
Through its long-term digital strategy, Eximbank aims to play a pivotal role in shaping Vietnam’s digital financial landscape, supporting local businesses, and fostering competitiveness in the global market.
