Enhancing Customer Experience Through Technology
Vietcombank’s Digital Journey
Keywords:
Vietcombank, digital transformation, strategic, digital ecosystemAbstract
The article explores Vietcombank's strategies for navigating technological advancements in the digital age, focusing on the strategies adopted, obstacles encountered, and the impact of technological initiatives on competitive position and customer satisfaction. The study uses internal documents, industry comparisons, and qualitative data from interviews with leaders and clients. Vietcombank has invested heavily in e-banking and artificial intelligence infrastructure, improving transaction processing speed and customer experience. However, the bank faces cybersecurity threats and the need for innovation. The article concludes that Vietcombank must maintain a competitive advantage and diversify its digital products.
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