Singapore, Regional, 15 May 2023 – Research by DBS on digital transformation found that companies in Vietnam (68%) ranked higher than the global average (64%) in taking a strategic, consistent or radical approach to digitalising customer experience and engagement. They ranked second [1] in this area out of the 10 markets [2] surveyed. Majority of Vietnamese companies (63%) were satisfied that digital transformation was helping them in achieving overall profitability, followed by providing improved customer insight (61%) and overall competitiveness in market (57%). More than half (56%) said they have been using digital technology in customer service and engagement most effectively. The findings also revealed that most Vietnamese companies (35%) were in the ‘developing leaders’ category in terms of digitalising their customer engagement, with great potential for high transformation performance down the road. 12% were categorised as ‘transformation leaders’ that were consistently outperforming the global average when it came to digitalising their customer engagement, with only 9% classified as ‘laggards’, restricted by multiple challenges to transformation. Joo Young Park, Head of Institutional Banking Group, DBS Vietnam, said, "Our research findings augur well for Vietnam given its aspiration to become a developed and high-income country by 2045 [3] , with […]
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