he said . “ The profile of our team reflects our proposition . The TNEX Customer Experience team ( CX ) is the largest and Data Science , the second largest . Our smallest is Operations , and the second smallest is IT . We have inverted the traditional bank staffing pyramid of being heavy in the back-office and light in the front-office .
“ Customers want a personalised , almost humanised experience ”, he adds . “ Banking needs to evolve to meet this challenge ; to become embedded in peoples ’ everyday lives , rather than passively co-existing without lifestyle context . Data Science , AI and ML are a big part of this evolution , allowing us to personalise our services . But Data Science brings value throughout our bank . It allows us to better protect our customers , gain their trust and service their needs at key moments .”
He believes Vietnam is ready for digital banking and foresees few barriers , given the penetration of mobile phones , the high expense of running physical branches and the rising cost of managing cash .
“ The Vietnamese regulator ( SBV ) is very progressive and is actively pushing
107 fintechmagazine . com