Digital Disruption Vietnam 2023: Creating Agile Next-Gen CX for Banks

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 24 November, 2022 in New World Saigon 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

14:25		INTRODUCTION
		Representative from the Organizers
14:30		OPENING REMARKS
		Mr. Nguyen Quoc Hung, General Secretary, Vietnam Banks Association
14:35		WELCOME REMARKS
		Leadership from the State Bank of Vietnam in HCMC
14:40		Building the Next-gen Banking Platform and Customer Experience Strategy that Delivers
		Mr. Sayantan Choudhury, EY Vietnam Consulting Partner
15:00		Unleashing the Power of Engagement Banking to Futureproof your Banks
		Mr. Riddhi Dutta, Regional VP, ASEAN & South Asia, Backbase
15:20		PANEL DISCUSSION
		Moderator: Mr. Phan Thanh Duc, Dean of Management Information Systems, Banking Academy Panelists: Mr. Nguyen Quoc Hung, General Secretary, Vietnam Banks Association Leadership from the State Bank of Vietnam Mr. Từ Tiến Phát, CEO, ACB Mr. Nguyễn Vĩnh Tuyên, Deputy CEO, Nam Á Bank Mr. Nguyễn Phúc Dương, Deputy CIO & Digital Banking, HDBank Mr. Đỗ Khoa Hiệp, Deputy CEO, Vietbank Ms. Đinh Thị Thu Thảo, Deputy CEO, Eximbank Mr. Anirban Roy, Deputy CEO in charge of IT and Digital Transformation, OCB Mr. Sayantan Choudhury, EY Vietnam Consulting Partner Mr. Riddhi Dutta, Phó Chủ tịch khu vực, Đông Nam Á & Nam Á, Backbase Mr. Nguyễn Hữu Quang, CEO, CAKE by VPBank 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 agile customer experience to enhance customer satisfaction and focus on value for the customer?
17:20		NETWORKING DINNER
20:45		END ROUNDTABLE