VIB partners with Salesforce to enhance AI-driven customer experience

VIB partners with Salesforce to enhance AI-driven customer experience

VIB has rolled out Salesforce solutions across its retail banking operations to enhance customer data management, AI capabilities and service efficiency.

The Salesforce software enables VIB’s front line teams to deliver more personalised customer experiences. — Photo courtesy of VIB

Vietnam International Commercial Joint Stock Bank (VIB) on June 17 announced the deployment of Salesforce solutions across its retail banking business to strengthen its customer experience, data management and AI capabilities.

The bank said the platform will help consolidate customer information and provide frontline staff with a more comprehensive view of customer profiles, product holdings and interactions.

The initiative is expected to support more efficient customer service and personalised engagement across digital and physical channels.

Deputy CEO and head of retail banking at VIB Nguyễn Thị Mộng Tường said: “Technology is most meaningful when it creates tangible value for customers. Our collaboration with Salesforce enhances our ability to serve customers faster, engage them more effectively and support their financial journeys with greater relevance and convenience."

VIB currently serves more than seven million customers through digital platforms and a network of over 200 branches and transaction offices in 33 provinces and cities nationwide.

The bank has expanded its digital banking, card, lending, wealth management and SME banking services in recent years. The implementation was carried out by VIB’s retail, digital, technology and data teams in collaboration with Deloitte, with support from Salesforce.

According to the bank, the platform is expected to strengthen customer relationship management and support service delivery across its operations.

Quý Nguyễn, regional vice president and country general manager at Salesforce Vietnam, said: “The future of financial services belongs to institutions that not only put the customer first, but also transform their operations and workflows for the digital and AI age. 

"We are honoured to collaborate with VIB on this transformation journey, helping establish the foundation for more personalised engagement, stronger customer relationships and the future Agentic Enterprise." 

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