TPBank honored for best multi-channel digital customer experience solution

Backbase, a technology company providing interactive banking platforms, together with its partner Tien Phong Commercial Joint Stock Bank ( TPBank ), has just received the award for "Best Multi-channel Digital Customer Experience Solution" at The Digital CX Awards 2024.

The award recognizes TPBank’s significant strides in transforming the digital banking experience through multi-channel touchpoints, powered by the Backbase Interactive Banking Platform. Since restructuring in 2012, TPBank has grown from a small bank to one of the top 10 banks in Vietnam with over 12 million customers. The Digital Banker jury highlighted: “TPBank’s implementation of the Backbase Interactive Banking Platform has significantly improved the bank’s omnichannel capabilities. The strategic approach to building and implementing has enabled TPBank to completely revamp their online and mobile banking systems, connecting nearly 3 million customers to the new platform, thereby helping to drive digital customer growth and contributing to the development of retail banking.”

Leveraging Backbase as the core platform for digital customer engagement, TPBank has adopted an ‘adopt and build’ approach to develop a comprehensive, end-to-end omnichannel digital platform. By building on this foundation, TPBank has achieved a digital-first, customer-first omnichannel banking experience that not only accelerates new customer acquisition across multiple touchpoints but also reduces service costs. To achieve rapid build speed, TPBank has trained and expanded internal development teams to master custom features and develop user interfaces and experiences (UI/UX). “Backbase plays a pivotal role in driving the transformation to a digital banking model with a digital-first and customer-centric philosophy, contributing to significantly improving operational efficiency and service flexibility,” said Nguyen Hung, CEO of TPBank. “With the Backbase Interactive Banking Platform, we can dig deep into the core to focus on seamlessly modernizing the customer experience. The pace of modernization increases rapidly when our in-house UI/UX design team is able to build on the platform with ease and confidence. TPBank is now developing features at a 6x faster launch speed, from up to 6 months to less than a month.” “Five years ago, TPBank had a clear vision of the customer experience they wanted to deliver across omnichannel banking. They strategically adopted the Backbase Interactive Banking Platform, and differentiated in key areas by building the unique customer journeys they envisioned. The strength of the platform lies in its ability to level the playing field for banks at any stage of their modernization journey, regardless of their industry experience,” commented Riddhi Dutta, Vice President, Asia, Backbase.

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Source: https://doanhnghiepvn.vn/kinh-te/tpbank-duoc-vinh-danh-giai-phap-trai-nghiem-khach-hang-so-da-kenh-tot-nhat/20240429092124958