SINGAPORE, October 1, 2026 – Vietcombank has won the “Customer Experience of the Year – Banking” award at the Asian Experience Awards 2026, organised by The Asian Business Review, in recognition of its integrated, multi-platform solution to improve customer satisfaction across the bank’s Contact Center channels.

The awards ceremony recognised outstanding corporate initiatives to enhance customer experience.

Vu Manh Tuan, Deputy Director of Vietcombank’s Customer Support Centre (centre), receives the Asian Experience Awards 2026

As one of the first banks in Vietnam to establish a Contact Center to handle customer enquiries and provide support, Vietcombank has continuously improved its customer service operations over the years. The bank has implemented a range of coordinated measures to streamline internal processes, diversify communication channels and enhance the customer experience at every touchpoint with its Contact Center.

A key improvement has been the redesign and simplification of the call flow for incoming calls. Introduced on October 15, 2025, the new call flow has significantly reduced the time customers spend navigating the system before being connected to an adviser, enabling them to access support more quickly and conveniently.

In January 2026, Vietcombank began rolling out VCC Ticket, gradually digitising the process of handling customer requests between the Contact Center and the bank’s branches.

Alongside process optimisation, Vietcombank has expanded the range of platforms through which customers can contact its Contact Center. In addition to Digibot and its fan page, the bank’s Zalo Official Account enables customers to interact with a chatbot and connect with an adviser when more specialised assistance is required.

On the VCB Digibank platform, the Call API feature has been expanded at the “Contact” touchpoint, allowing calls to be routed over the internet to the appropriate hotline for each customer segment.

Vietcombank is also gradually introducing Voicebot technology to automate the receipt and handling of selected customer requests and improve operational efficiency.

Vu Manh Tuan, Deputy Director of Vietcombank’s Customer Support Centre, speaks on behalf of the bank at the awards ceremony

According to a Vietcombank representative, the coordinated implementation of integrated, multi-platform solutions not only helps shorten processing times and improve operational efficiency, but, more importantly, creates a smoother and more convenient customer journey across the bank’s various touchpoints.

The Vietcombank delegation poses for a commemorative photo at the awards ceremony

The Asian Experience Awards 2026 recognises Vietcombank’s ongoing efforts to innovate its service delivery, apply technology and digitise processes to enhance customer experience. These initiatives are helping the bank build an increasingly integrated, convenient and efficient customer service ecosystem.

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