TOPIC

Digital tranformation to improve customer experience

BIOGRAPHY

Mr. Tran Cong Quynh Lan is Deputy General Director, Chief Information Officer cum Chief Digital Officer of VietinBank, driving the bank’s IT division. Prior to his current role, Lan has 12 years of IT experience with OCBC Bank (Singapore), group O&T - Consumer Banking as the role of Vice President. Lan spent over 5 years from 2012 to 2017 to lead the technology transformation in VietinBank. Launching 15 strategic IT projects in which the most significant and challenging component of the transformation was the core banking replacement. This project has been recognized as the best core banking initiative application/ programme in Asia by The Asian Banker, 2018. Along with core banking system, VietinBank implemented other projects including a new trade finance system, data warehouse, internet and mobile system, general ledger, LOS, new branch system and SOA platform. The transformation has yielded significant benefits including reduced operational costs, reduced processing time and reduced product development time by 75%.
Since 2017, he has built a new IT strategy for VietinBank with focus on digital transformation towards improved customer journeys, while targeting greater financial. VietinBank is now digitizing channels, business processes, products & services as well as building its ecosystem by applying newest technologies such as biometric recognition, AI & Big data, RPA... that provide greater customer insights and analytics, automation and process efficiencies, enabling salesforce and better customer experience ...
He is also a well-known speaker at numerous financial and technology forums in Vietnam hold by State Bank of Vietnam and prestigious organizations such as IDG (Banking Vietnam 2016), The Asian Banker (The Future of Finance 2017), Fintech challenge Vietnam (2018), Smart IoT (2018), AI for Vietnam (2019) and others technology partners’ forums such as IBM, Cisco, etc.
Mr. Lan is a graduate from University of Wollongong (Australia) with Australian Government scholarship and Monash University (Australia).

ABSTRACT

VietinBank would like to share experience and some initivatives in VietinBank’s digital transformation in retail banking. One purpose of digital transformation in Vietinbank is to improve customer experience: bringing customer to the center of all activities, launching creative products & services and making new experience for customer. Moreover, based on new technology such as API…, VietiBank is providing its products and services in new distribution channel - the partner channel. Therefore, VietinBank’s customers can choose the best way to utilize services.