In the modern era, the concept of “one-size-fits-all” has become outdated. Instead, “one-size-fits-one” — deeply personalized customer experiences - is emerging as the new standard.
According to a McKinsey report:
71% of consumers expect personalized experiences from their bank.
76% feel disappointed when this expectation is not met.
In Vietnam, many banks have already embraced personalization in their products and services:
MB Bank, Vietcombank: Allow users to customize app interfaces, design card themes, set nicknames, personalize QR codes, and more.
VPBank: Offers personalized wealth management services for premium customers with tailored financial solutions.
These efforts have delivered clear results — from double-digit revenue growth to significant improvements in customer satisfaction.
Consumers are increasingly willing to share data when personalization is done right: A Deloitte study shows that 60% of Gen Y customers are comfortable sharing their information if it improves their experience.
This reinforces that personalization is no longer optional — it is a must-have in digital transformation for banks. AI is now the key enabler, accelerating automation and expanding personalization across multiple touchpoints.
Banks such as OCB and Techcombank are actively leveraging Big Data and AI to analyze spending behavior and provide tailored financial recommendations and investment plans.
Harnessing technologies like AI and Big Data enables banks to understand each customer more deeply, delivering seamless, intuitive, relevant, and truly valuable experiences across the entire journey.
