At the Globee Awards for Excellence 2026, Viettel Customer Service was honored with the Gold Award in the category Achievement in Continuous Improvement for Customer Excellence. Notably, Viettel was the only representative from Vietnam among this year’s winners.
The Globee Awards for Excellence is a prestigious international program recognizing organizations that demonstrate outstanding capabilities in enhancing customer experience and driving operational innovation.
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What differentiates Viettel Customer Experience (VCX) is not a single initiative, but a systematic approach. Instead of improving through isolated projects, VCX has built an integrated model where continuous improvement is embedded directly into operations—from organizing interaction channels and applying technology, to leveraging data and developing workforce capabilities.
Customer experience at VCX is designed across multiple layers:
Unifying omnichannel experience through OmniX
Applying AI to improve efficiency and service quality
Operating based on real-time data
Placing employees at the center of the experience
In this model, technology does not replace people but empowers frontline staff, enabling them to focus on high-value interactions while maintaining consistent service quality at scale.
Being recognized as the only Vietnamese representative at the Globee Awards for Excellence 2026 is clear evidence of the effectiveness of Viettel Customer Service’s continuous improvement approach. This is not just an operational initiative but has become a long-term development method, ensuring stable service quality and ongoing enhancement over time.
In the next phase, Viettel Customer Service aims to further expand and deepen this model across the entire system, closely integrating data, technology, and operational capabilities to optimize customer experience at every touchpoint, while improving overall efficiency and increasing value delivered to customers.
