On the morning of September 25, in Hanoi, the Smart Banking 2025 International Conference and Exhibition with the theme "Breakthrough in digital transformation of the banking industry: Data is the foundation, customers are the center" officially opened, attracting the participation of many leaders of management agencies, financial and technology experts and credit institutions. The event was organized by the Vietnam Banking Association (VNBA) in coordination with IEC Group, under the auspices of the State Bank of Vietnam and the accompaniment of the National Data Association, the National Cyber Security Association.
Attending the workshop were Mr. Pham Tien Dung, Deputy Governor of the State Bank of Vietnam, Major General Nguyen Ngoc Cuong, Director of the National Data Center (Ministry of Public Security), Vice President of the National Data Association; Major General Nguyen Tung Hung, Deputy Commander of the Cyber Warfare Command (Ministry of National Defense), Dr. Nguyen Quoc Hung, Vice President and General Secretary of the Vietnam Banks Association, Mr. Pham Anh Tuan, Director of the Payment Department (State Bank of Vietnam); and many experts, representatives of banks, financial, technology and cybersecurity organizations.
Dr. Nguyen Quoc Hung, Vice Chairman cum General Secretary of VNBA
Delivering the opening speech and keynote at the event, Dr. Nguyen Quoc Hung, Vice Chairman cum General Secretary of VNBA, outlined the overall picture of the digital transformation journey of the industry, and pointing out strategic directions for the next breakthrough development phase.
From digitalizing processes to creating data-based models
At the beginning of his speech, Dr. Nguyen Quoc Hung affirmed that the theme of the conference is both a continuation and a strong qualitative shift in the new phase. "This is a theme that is both a continuation and a strong qualitative shift in the new phase of digital transformation of the banking industry: from expanding digital capacity to creating a comprehensive data-based operating model and a more personalized experience for customers," Mr. Hung emphasized.
Looking back at the past, VNBA Secretary General pointed out the impressive achievements that the industry has achieved. The digital financial services ecosystem has developed strongly, with many banks recording over 95% of transactions being conducted via digital channels. To date, nearly 87% of Vietnamese adults have bank accounts, and non-cash transactions have grown dramatically, especially payments via QR codes.
According to Dr. Nguyen Quoc Hung, many credit institutions have made strategic changes in thinking and action. Many credit institutions have moved from digitizing each process to redesigning the entire customer journey; from “owning discrete data” to “managing data as a strategic asset”; from passive reaction to forecasting, proactively suggesting needs.
In addition to the achievements, Dr. Nguyen Quoc Hung also frankly acknowledged the challenges and pressures that the banking industry is facing. These are the problems of standardizing, cleaning and connecting data; increasingly sophisticated cyber security risks; rapidly increasing customer expectations; and increasingly strict compliance requirements.
"We are moving forward in a context of intertwined opportunities and pressures. Opportunities come from the ever-expanding digital market; demand for smart financial services... Pressure comes from increasing competition... sophisticated cyber security risks; requirements for compliance with anti-money laundering, protection of personal data...", Dr. Nguyen Quoc Hung shared and said, "we must uphold the principle: customers are the center of value, experience, safety and trust - not just the center of the slogan".
Dr. Nguyen Quoc Hung emphasized that the “Data is the foundation – Customer is the center” shift is not just a technology story, but a fundamental shift in management thinking: from functional management to process management, from post-audit reporting to predictive analysis, and from local measurement to customer lifetime value optimization.
To create real breakthroughs, Dr. Nguyen Quoc Hung suggested 7 key discussion groups for experts and managers to focus on exchanging and giving advice:
First, Perfecting policies and mechanisms to promote responsible sharing and exploitation of data.
Second, Advanced data architecture models and standards for data value management and measurement.
Third, “Customer is the center” strategy in the context of multi-channel, journey personalization and lifecycle management.
Fourth, Practical application of AI and generative AI in banking operations and AI ethics issues.
Fifth, Cyber security, personal data protection and building proactive defense capabilities.
Sixth, Developing digital human resources, mechanisms for attracting and retaining talent.
Seventh, Promoting an open cooperation ecosystem between banks and fintech, suptech, insurtech and other digital platforms safely and effectively.
Concluding his speech, Dr. Nguyen Quoc Hung expressed his hope that the Smart Banking 2025 Conference and Exhibition will create a high consensus on strategic priorities, connecting management agencies with credit institutions and technology enterprises, thereby creating new momentum for the digital transformation journey of the Vietnamese banking industry.
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