Techcombank Keynote introduces Techcombank’s most modern digital financial solutions for individual customers, business households as well as corporate customers. The event also emphasizes the great potential from the power of data and AI technology, helping Techcombank enhance the outstanding service experience for customers, as well as bring breakthrough growth results for the bank.
Marking the beginning of the era of artificial intelligence (AI)-based banking
Opening the event, Techcombank CEO Jens Lottner shared the remarkable progress the bank has made in the first 3 years of its 5-year transformation strategy journey (2021-2025), based on the strength of 03 pillars: Digitalization - Data - Talent. Techcombank has now applied data analytics and AI across the system, and moved most of its key platforms to the cloud, contributing to leading the way in creating superior values for customers. The widespread application of these technologies puts Techcombank about three years ahead of other banks in Vietnam, and allows the bank to harness the power of data and AI in different ways, thereby increasing customer satisfaction and driving business results.
“Techcombank has transformed dramatically to optimize its digital platform, data brain and AI capabilities to create a hyper-personalized customer experience journey, accelerate business operations and deliver superior returns. With breakthrough developments, we are pioneering the transformation of the banking industry in Vietnam, through the application of the most modern technology products and unprecedented customer experiences, ” said CEO Jens Lottner.
Techcombank's milestones
Techcombank’s strong steps on the journey of digital transformation, applying technology to financial services, as well as Techcombank’s operational efficiency have been recognized by international organizations with the most prestigious awards. Techcombank was honored as “Best Bank in Vietnam 2024” by international financial magazines Global Finance and Finance Asia, and is the only bank voted “#1 in Vietnam” by customers according to a survey by Forbes Magazine.
Driving hyper-personalized user experiences, transforming the way banking is done
At the Techcombank Keynote event, Mr. Pranav Seth, Director of Digital Transformation Office at Techcombank, emphasized that the bank's digital platform innovations are contributing to delivering hyper-personalized experiences based on deep customer understanding.
With the Techcombank Mobile application, the bank makes it easy for customers to improve their financial management skills, through advice on personalized solutions according to each customer's needs, helping them enjoy life while managing and optimizing cash flow for future goals. To date, Techcombank has provided more than 52 million personalized financial advices to more than 4 million customers since the launch of the Personal Financial Assistant feature on Techcombank Mobile. Applications from AI assistants and machine learning technology have established Techcombank's position as a "game-changer" in the field of wealth management, with more than 100 million accesses to consulting information in 2023.
Techcombank’s newly launched loyalty ecosystem has created a colorful experience that suits each customer’s preferences and lifestyle. It is currently one of the largest and most diverse loyalty programs in the banking and finance industry, connecting with more than 19,000 points of sale from 300 brands, where customers can accumulate and use reward points as they wish. Currently, the bank has more than 8.5 million customers in its loyalty ecosystem, of which about half are active monthly.
Techcombank's efforts on the journey of hyper-personalizing customer experience have brought about telling numbers, specifically:
- 700% increase in conversion rates for targeted marketing campaigns
- Cross-Sell: Credit Card Conversion Rates Increase by Up to 21%
- New Bank Customer (NTB) Activation Rate: Up 13%.
Innovative solutions to suit every customer need
Mr. Phung Quang Hung, Director of Corporate Banking and Financial Institutions, introduced C-Cash - a solution for corporate capital management, in cooperation with Kyriba.
Piloted in 2023, the C-Cash solution has been deployed to all corporate customers since 2024, and is designed to improve capital management capabilities, approaching international standards. With C-Cash, financial data is integrated and analyzed centrally to help businesses monitor cash flow status to make timely investment or borrowing decisions, helping to optimize cost efficiency and financial returns, while improving working capital.
For retailers, Mr. Nguyen Anh Tuan, Director of Retail Banking, offers a comprehensive banking solution, called Techcombank Merchant, designed to help business owners operate and develop their businesses through:
- Comprehensive smart payment acceptance features
- Automatic profit generating feature from idle cash
- Easy access to credit to meet personal and business needs
- Attractive customer loyalty ecosystem
- Beyond banking services help businesses manage and grow their operations.
More than 600,000 businesses are now using the Techcombank Merchant solution, contributing to a 20% growth in the Bank's CASA balance.
Pioneering with different investment solutions Mr. Nguyen Xuan Minh, Chairman of Techcom Securities Company (TCBS) explained that TCBS has become the leading securities company in Vietnam thanks to its pioneering "Wealthtech strategy". Accordingly, TCBS has developed the TCInvest super application and a set of advanced digital asset management solutions. In the first quarter of 2024, up to 31,187 customers opened new TCBS accounts through the TCInvest application. With a leading customer base, especially proactive customers who make up the majority, this application reaches an average of more than 14.8 million visits per month. Through TCInvest, customers can conduct securities, bonds, funds, derivatives and other transactions simply, easily, safely and 100% online. As the choice of many investors, TCBS has achieved rapid growth, with strong profit growth of about 40%/year from 2013 to 2023, while operating costs are increasingly optimized thanks to investments in technology infrastructure. Harnessing the power of data and AI With a workforce of more than 1,800 experts in the fields of IT, technology, data, especially leading data engineers, Techcombank is setting standards and transforming the future with meaningful and engaging experiences for customers, on the journey to becoming a bank powered by data and AI. Mr. Santhosh Mahendiran, Director of Data & Analytics at Techcombank, affirmed that the bank's application of advanced data analytics, generative AI and large language models (LLM) strengthens its ability to provide personalized customer experiences to millions of individual customers. 
Based on a “data lake” with data from over 50 key systems of the Bank, connected on the AWS cloud computing platform, Techcombank allows Techcombank to “upgrade” its superior data analysis capabilities and apply them in all activities of the Bank. An example is the cloud-based customer relationship management (CRM) platform, providing a comprehensive view of each customer, thereby customer relationship service officers (RMs) have full information and a multi-faceted, seamless view of the customer journey and take timely actions. Techcombank is the first Bank to deploy the CRM system of the leading provider Salesforce and has been effectively used by more than 6,000 employees across the bank. Based on its “data brain” and mining data from over 1,000 available customer attributes, Techcombank operates 45 advanced machine learning models, allowing the bank to predict and respond to customer needs with exceptional accuracy. Applying this data resource in real-life operations, the “LACE” system - powered by AI and developed in-house - provides personal customer relationship officers (RMs) with deep and comprehensive customer insights so they can create more accurate prospect lists and improve productivity. Techcombank is currently researching how generative AI can create higher-level innovation for the Bank and its customers. 
World-class strategic partnership network Partnerships with leading technology companies – Adobe, AWS, Kyriba and Salesforce – are playing a key role in Techcombank’s digital transformation and creating new, personalized experiences for customers. For example, Techcombank is working with AWS to explore and apply the power of generative AI services such as Amazon Q to increase the productivity of its developers. This is the fourth application, in addition to three new applications that have been deployed, using Amazon Bedrock technology to enhance the customer experience. Mr. Eric Yeo - Director of AWS Vietnam said: “AWS is proud to be a part of Techcombank’s digital transformation journey, helping the bank access the services, AI capabilities, infrastructure and security capabilities needed to leverage generative AI at scale and drive innovation while remaining cost-effective.” “Today’s customers demand seamless, personalized experiences across multiple touchpoints, whether online or offline. Adobe is proud to partner with Techcombank from 2022, helping the bank deliver hyper-personalized experiences in real time through Adobe Experience Cloud and Adobe Real-time CDP,” said Simon Dale, Vice President, Adobe Asia. “ We are excited to partner with Techcombank on their transformation journey using data and AI to better serve customers and build a more empowered workforce. Unified data across the bank is critical for AI to deliver trusted and actionable results,” said Sujith Abraham, Senior Vice President and General Manager, Salesforce ASEAN. Concluding the first Techcombank Keynote event, Techcombank CEO Jens Lottner said: “The superior combination of advanced data capabilities, modern digital infrastructure and world-class talent has created Techcombank’s unrivaled development strategy. Together with the strong support of strategic partners and shareholders, we are establishing our position to build one of the best banks in Asia. Techcombank is ready to take the next step, to bring superior advantages to customers, shareholders and the bank, and to realize the vision of “Transforming the financial industry, enhancing the value of life”.Khoi Ngo
Source: https://daibieunhandan.vn/doanh-nghiep1/danh-dau-ky-nguyen-ngan-hang-the-he-moi-tren-nen-tang-ai-i377448/
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