Home Credit Vietnam recognized for data-driven customer experience

Now in its 12th year, the CX Asia Excellence Awards recognize organizations across Asia for innovation in customer engagement, digital transformation and omnichannel experiences.

The Vietnamese consumer finance company was recognized for using data and analytics to better understand consumer needs and support product development, service design and lending decisions.

The recognition comes as Vietnam’s consumer finance market continues to evolve. According to the Vietnam Consumer Finance Report 2025 by FiinGroup, financial institutions are increasingly using data analytics to develop more personalized lending solutions while expanding access to credit.

Home Credit Vietnam’s representative receives the award at the CX Asia Excellence Awards on June 17, 2026. Photo courtesy of the company ➤ Westwell deploys AI-powered autonomous freight to upgrade cross-border logistics efficiency

The report noted growing demand for digital financial products, particularly among younger consumers, who are increasingly adopting services such as Buy Now, Pay Later, credit cards and digital lending products.

Findings from a Home Credit study last year found that as well as important practical considerations, such as efficient processes and prompt approval, customers increasingly value those companies meeting their emotional needs, including transparency, empathy and respect.

In response to these changing needs and expectations, the company developed its customer experience strategy built on a framework that integrates customer insights into product design, operational processes and service delivery to create a swifter and more seamless financial experience.

Data also plays a central role in its credit assessment process. For customers with limited or no credit history, the company combines internal and external data sources in its credit-scoring model, allowing loan applications to be processed in an average of three minutes, credit access is expanded while maintaining responsible lending standards.

The Home Credit Vietnam team. Photo courtesy of the company

The company said data analytics support the personalization of products and services throughout the customer journey.

“This award recognizes our customer-centric strategy and our ability to develop products powered by data,” said Michal Skalicky, its Chief Customer Officer.

He said the company will continue investing in data capabilities to expand access to responsible financial services while improving customer experience.

According to the company, its 2025 business performance, together with a non-performing loan ratio of 1.66%, reflects its focus on sustainable growth and responsible lending.

The regional recognition supports its continued investment in data, technology and customer intelligence to further enhance customer experience in Vietnam’s consumer finance sector.