Every digital initiative needs to be customer-centric.

Sharing with Nguoi Dua Tin (NDT) about the story of digital transformation at OCB, Mr. Lu Duy Nguyen - Deputy Director of Retail Division in charge of Digital Banking said that in recent times, the bank has continuously expanded its digital product portfolio, serving both individual and corporate customers.

Mr. Nguyen emphasized that digital transformation has always been a core strategy of OCB and is being implemented very vigorously across many segments and platforms.

Digital transformation towards green banking goals

Investor: Digital transformation is becoming an irreversible trend in the financial industry, especially banking. Financial institutions are investing heavily in technology to improve customer experience, optimize operations and enhance competitiveness. In your opinion, how is digital transformation in the banking industry currently taking place?

Mr. Lu Duy Nguyen: In the banking industry, digital transformation is taking place very vigorously and strongly. Banks are focusing on and promoting this work to optimize customer experience, improve operational processes and increase competitiveness.

For OCB, this has always been a core strategy and is being implemented very vigorously across many segments and platforms. Not only focusing on digital transformation for customer transaction channels, bringing "smart and modern" experiences through the application of artificial intelligence technologies (AI, ML) to understand customers, but banks also focus on modernizing internal processes to optimize costs and time.

Mr. Lu Duy Nguyen - Deputy Director of Retail Division in charge of OCB Digital Banking.

In addition, digital transformation is also part of our strategy, contributing to limiting negative impacts and protecting the environment, towards the goal of green banking and sustainable banking.

Investor: It is known that OCB OMNI version 4.0 of the bank was officially launched on May 15, 2024. Could you please tell us what is the difference between OMNI 4.0 and previous versions and other products on the market? After 4 months of implementation, how has the customer reception been for this new version?

Mr. Lu Duy Nguyen: OCB OMNI 4 digital bank is developed on the most advanced platform of Backbase. By applying this platform, we can quickly deploy features, optimize customer experience through personalization on each product and service, increase transaction smoothness, ensure stability and security with modern Fido authentication technology, as well as meet new regulations from the State Bank on biometric authentication.

In addition, we also offer new features such as Regular Shop Privileges that bring many benefits to both individual and merchant customers.

After 4 months of implementation, our transaction rate per customer has increased by more than 20%, attracted hundreds of thousands of new customers, and received positive reviews for its smoothness, simple and easy-to-use interface as well as suggestions for further improvement.

Open Banking is at the heart of digital transformation

Investor: The digital banking industry is constantly developing with many innovative trends in the future. Banks always need to change to maintain competitiveness and provide optimal banking services. How do you predict the development of digital banking in the future? What is OCB's orientation in developing and perfecting its digital ecosystem?

Mr. Lu Duy Nguyen: Digital banks are evolving rapidly, and Vietnam's digital environment is also developing strongly through systems from other industries such as e-wallets, e-commerce, etc. and banks themselves are constantly improving to compete with each other.

One of the trends that is happening and will happen more strongly is connecting and developing surrounding ecosystems to resonate power, in order to minimize the cost of finding new customers, retain existing customers and increase the rate of products and services used per customer.

Open Banking is at the heart of OCB's digital transformation strategy.

At OCB, we believe that every digital initiative needs to be customer-centric. We focus on personalizing services, creating seamless experiences across all channels, helping customers access and use financial services in the most convenient way.

In addition, we are constantly expanding our digital product portfolio, serving both individual and corporate customers. From VietQR payment, opening online accounts with eKYC for individuals, to payment and collection services and integrated API for businesses, we aim to build a comprehensive digital financial ecosystem.

OCB's goal is to meet all financial needs in the digital age, regardless of customer size or type.

In addition, Open Banking is at the heart of OCB's digital transformation strategy. Since 2019, we have pioneered the deployment of Open API, connecting with hundreds of trusted partners and providing more than 150 diverse APIs.

We have cooperated with many large enterprises such as Mobile World, Viettel... providing payment processing with merchant support systems such as SePay, Casso... creating integrated financial solutions, bringing added value to customers and expanding the scope of services.

During the development process, OCB always puts security and risk management first. We apply the highest security standards, constantly updating according to international standards to ensure absolute safety for customers.

With OCB, the bank not only provides services, but also aims to become an indispensable companion in the digital life of each customer.

Investor: Thank you for sharing!

Source: https://www.nguoiduatin.vn/moi-sang-kien-so-can-lay-khach-hang-lam-trung-tam-204241009100824118.htm