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Ineffective customer service digitalization in Vietnam's banking…
Ineffective customer service digitalization in Vietnam's banking sector
Effects
Long queues at branches
Customers visit in person for basic services due to poor digital options.
Low customer satisfaction
Frustration with digital services leads to complaints and brand switching.
Falling behind competitors
Traditional banks lose ground to more agile fintech and digital-native rivals.
Higher operational costs
Manual processes increase staffing needs and inefficiencies.
Causes
Outdated IT infrastructure
Legacy systems hinder integration, automation, and adoption of AI-powered services.
Low digital literacy
Many customers, particularly in rural areas or older age groups, lack the skills or access to use digital platforms effectively.
Generic digital services
Lack of personalization leads to impersonal customer experiences and user frustration.
Poor user-centric design
Banking apps are often complex and not intuitive, especially for older or less tech-savvy users.
Resistance to change
Traditional mindsets within banks slow down digital transformation efforts.