Ông Nguyễn Tiến Dũng, CEO Viettel Customer Service, has just been honored with the Gold Award for “Customer Service Manager of the Year” at the 20th Stevie Awards – one of the world’s most prestigious award systems in business and management.
This marks the first time a leader of Viettel Customer Service has received a distinguished international award in the customer service management category, representing a significant milestone in Viettel’s journey toward achieving global service standards.
Leadership Impact on the International Market
Before being appointed CEO of Viettel Customer Service in 2024, Mr. Nguyễn Tiến Dũng served as CEO Mytel, Viettel’s telecommunications brand in Myanmar. Under his leadership, Mytel achieved impressive growth and rose to become the number one mobile operator in Myanmar, leaving a strong mark in strategy execution, operational excellence, and customer service quality in a new market.
His international management experience has since become a solid foundation for leading Viettel Customer Service through its strategic transformation from a traditional service center into a customer service technology enterprise.
Building an Intelligent Omnichannel Contact Center Model
Currently, under Mr. Nguyễn Tiến Dũng’s leadership, Viettel Customer Service operates with more than 4,000 employees, serving over 120 million customers across more than 10 countries. The company has undergone a comprehensive transformation from a traditional call center model to an intelligent omnichannel contact center, where AI, big data, and human emotional intelligence are seamlessly integrated within a unified operational ecosystem.
Several foundational initiatives have been implemented, notably vCOC (Virtual Customer Operations Center) – a real-time proactive customer service model; KnowXHub – an AI-integrated knowledge management platform; and WorkforceX – a workforce optimization system designed to manage large-scale customer service operations efficiently.
Innovative Technology Creating Real Value
Mr. Nguyễn Tiến Dũng’s leadership philosophy is consistently reflected in the strategic direction of “Enhancing customer experience through innovative technology.” This is not merely a slogan but a guiding principle embedded in Viettel Customer Service’s development strategy.
Driven by this vision, the company has gradually transformed from a traditional customer care call center into a customer service technology enterprise, building a comprehensive customer experience ecosystem. The accelerated adoption of AI, automation, and data analytics has delivered remarkable results, with CSAT reaching 93%, FCR at 97%, and a digitalization rate of 70%.
Notably, the implementation of a “real-time service operation” model through platforms such as OmniX and vCOC demonstrates a high level of maturity in AI integration and digital-first thinking. This approach enables the company not only to respond to customer requests but also to anticipate and address needs before issues escalate.
Elevating Vietnam’s Customer Service Position on the Global Stage
The Stevie Awards Gold recognition for Mr. Nguyễn Tiến Dũng is considered well-deserved acknowledgment of his visionary leadership in integrating technology with customer experience. It also affirms Viettel Customer Service’s capability to meet international standards in customer service governance and operations.
Alongside this strategic direction, Viettel Customer Service now delivers a comprehensive ecosystem of services and solutions across the entire customer journey - from CX strategy consulting and redesign, omnichannel process and organizational setup, to proactive pre-, during-, and post-sales care. Technological solutions such as the OmniX unified contact center, AI Callbot/Chatbot, AI-powered sentiment analysis, and real-time service operation systems are helping many enterprises enhance operational efficiency while delivering seamless, personalized customer experiences at scale.
