In the context of the finance - banking industry strongly shifting to a model of operation based on data and technology, PVcomBank chose digital transformation as a long-term development strategy. With the orientation of putting customers at the center, data as the foundation, technology as the driving force and people as the decisive factor, PVcomBank has synchronously implemented digital transformation initiatives and achieved many outstanding results in the period 2025–2026.
The Typical Digital Transformation Bank Award in Vietnam is the recognition of a prestigious international organization for the digital transformation strategy that the Bank is steadfastly pursuing. In order to improve customer experience and create sustainable value, PVcomBank has synchronously implemented many initiatives in all three aspects: customer experience, technology and operation.
Data is exploited to understand the needs of each customer group, thereby personalizing products, services and care programs. Thanks to the application of data analysis and automated marketing, the email opening rate of target campaigns reaches 30–60%, many times higher than the average of about 10% of mass campaigns. Automatic care scenarios also contribute to improving conversion rates and expanding cross-selling opportunities for products.
In parallel with that, PVcomBank is gradually bringing artificial intelligence (AI) into business operations and operations. AI is applied in data analysis, customer demand forecasting, marketing automation and content production support. The bank is also developing AI Pivi assistants, aiming for a natural communication model between customers and banks, helping to access information and use services faster and more conveniently. At the operating level, PVcomBank promotes the Digital Office project to digitize working processes, connect data between systems and automate reports. Many coordination, approval and campaign deployment processes are standardized on digital platforms, helping to shorten processing time, improve accuracy and reduce dependence on manual operations.
These efforts are clearly shown on the PVConnect digital banking platform - a factor that helped PVcomBank be honored in the category of Bank with Typical Digital Banking and Mobile Payment Initiatives in Vietnam. Not only meeting transaction needs, PVConnect is developed as an integrated digital financial platform, connecting payment utilities, financial management and digital services on the same application. Data and AI are applied to personalize the experience, helping customers access appropriate products, incentives and services right on each journey of use.
Besides investing in technology, PVcomBank identifies people as the decisive factor for the success of digital transformation. The bank constantly promotes innovation culture, encourages staff to propose initiatives to apply AI, data and automation to practice. Many ideas have been implemented, contributing to improving operational efficiency and improving customer experience.
The simultaneous award of two prizes at the ABF Retail Banking Awards 2026 is a recognition of PVcomBank's methodical and substantive digital transformation strategy. This is also a motivation for the Bank to continue investing in technology, data and artificial intelligence, developing a modern digital financial ecosystem, bringing more value to customers.
