WHAT TO EXPECT?

The global Covid-19 pandemic has changed consumer behaviour and their expectations indefinitely. Consumers expect the same experience from their bank as they do in their other daily interactions. The pandemic also made digital capabilities critical, enabling banks to continue to serve their customers remotely. With this shift, came a whole new expectation of what customer experience should look like. This race for banks to adjust the way they serve their customers both in the short and long-term, laid the foundations for a new banking model that’s reflective of the shift the pandemic created in both consumer behaviours as well as the underlying economic environment.

In that context, with the aim of creating a forum for banking leaders in Vietnam to discuss and share experiences with prestigious experts in innovating strategies to enhance customer experience and customer engagement, the Executive Roundtable with the theme “Digital Disruption Vietnam 2023: Creating Agile Next-Gen CX for Banks” co-organized by Vietnam Banks Association, Backbase, IEC Group will take place on 23 November, 2022 in Melia Hanoi Hotel. 
TOPICS OF DISCUSSIONS:
  • Vietnam digital disruption and trends for 2023
  • Accelerating digital business drivers digital model sustainability including new digital capabilities, digital growth management and digital Innovation
  • How to rebalance the equation of build vs. buy, and implement accelerated build successfully
  • What are the pillars necessary for achieving a fully agile customer experience organization? How can banks go about creating agile customer experience to enhance the customer satisfaction and focus on value for the customer?

ROUNDTABLE AGENDA

09:25

 

INTRODUCTION

 

 

Representative from the Organizers

09:30

 

OPENING REMARKS

 

 

Mr. Nguyen Quoc Hung, General Secretary, Vietnam Banks Association

09:35

 

WELCOME REMARKS

 

 

Leadership from CEC

09:50

 

Building the Next-gen Banking Platform and Customer Experience Strategy that Delivers

 

 

Ms. Nguyen Thuy Duong, EY Consulting Vietnam Chairwoman

10:10

 

Unleashing the Power of Engagement Banking to Futureproof your Banks

 

 

Mr. Riddhi Dutta, Regional VP, ASEAN & South Asia, Backbase

10:30

 

PANEL DISCUSSION

 

 

Moderator: Mr. Phan Thanh Duc, Dean of Management Information Systems, Banking Academy

 

Panelists:

  • Mr. Nguyen Quoc Hung, General Secretary, VNBA

  • Representative from the State Bank of Vietnam

  • Mr. Tran Cong Quynh Lan, Deputy CEO cum CIO, VietinBank

  • Ms. Nguyen Thi Quynh Giao, Deputy CEO, BIDV
  • Mr. Samuel Anthony Dotro, Head of Digital Banking Dept, MSB
  • Mr. Vũ Thành Trung, Head of Digital Banking Dept, MB
  • Ms. Nguyễn Thuỳ Dương, EY Consulting Việt Nam Chairwoman
  • Mr. Riddhi Dutta, Regional VP, ASEAN & South Asia, Backbase

Topics of discussion:

  • Vietnam digital disruption and trends for 2023

  • Accelerating digital business drivers digital model sustainability including new digital capabilities, digital growth management and digital Innovation

  • How to rebalance the equation of build vs. buy, and implement accelerated build successfully

  • What are the pillars necessary for achieving a fully agile customer experience organization? How can banks go about creating an agile customer experience to enhance customer satisfaction and focus on value for the customer?

12:00

 

NETWORKING LUNCHEON

13:30

 

END OF HIGH-LEVEL ROUNDTABLE

LUCKY DRAW

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GENERAL INFORMATION

Time: 09:30 – 13:30 (GMT+7)

Date: Wednesday, 23 November, 2022

CO-ORGANIZER BY

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