Over the years, VIB has made its mark through its pace of innovation, offering an ecosystem of creative products that meet the diverse financial needs of over 5 million individual customers, tens of thousands of businesses, and financial institutions through its team of over 12,000 employees. The bank’s core products include home and apartment loans, working capital loans, auto loans, credit cards, deposits, FX, insurance, trade finance, transactional banking services, and the MyVIB digital banking app.
The superior level of innovation in each of VIB’s products and services is evident in the numerous prestigious awards received from reputable organizations and the strong brand recognition among millions of customers.
Continuous Innovation: “Lead in Innovation or Stand Aside”
With a diverse and specialized product ecosystem, VIB aims to become the “smart financial partner” that provides optimal solutions to its customers. Each product is carefully designed based on thorough research on customer needs and psychology, personalizing the experiences of its 5.5 million customers.
“Innovation is the guiding principle in VIB’s journey of building its product ecosystem. We strive to deliver optimal experiences to our customers through sleek, smart, and reliable products. In recent years, we have embraced the mindset of either leading in innovation or standing aside. This has driven VIB to continuously evolve and stay ahead by putting our customers at the heart of everything we do,” shared the Director of VIB’s Retail Banking Division.
One of VIB’s most innovative products is the MyVIB digital banking app, which set a national record as “Vietnam’s First Mobile Banking App with a Cloud-Native Architecture” in 2022 and was recognized as the “Most Friendly Mobile Banking App in Vietnam 2024” by the International Finance Magazine.
MyVIB features a minimalist design style, simplifying banking transactions and ensuring a smooth, convenient, and fast user experience.
MyVIB is a prime example of advanced technology integration in digital banking in Vietnam, showcasing the following features:
- Cloud-native: VIB is a pioneer in integrating cloud-native technology, enabling the app to be built and operated on a cloud platform, enhancing scalability, flexibility, and security.
- Augmented Reality (AR): MyVIB offers an AR experience, allowing users to access banking information and services in a more engaging manner. AR technology overlays virtual objects on the real-world environment, making financial transactions more enjoyable and accessible.
- High-level Security: MyVIB continuously enhances security with advanced technologies such as biometric authentication (fingerprint and facial recognition), two-factor authentication (2FA), and NFC technology, ensuring safety and convenience during registration and transactions.
In the credit card segment, VIB not only offers a diverse ecosystem of cashless payment products, personalized to meet the spending needs of customers of all ages, but also leads the way in card technology trends in Vietnam and beyond. VIB has earned the trust of the world’s largest payment organizations.
With an impressive 800,000 credit cards issued to date, VIB has woven a story of innovation and renewal, leading the way in card trends.
Each new card product launch symbolizes boundless creativity, contributing to VIB’s extensive award collection. Notable awards include “First Bank in Vietnam to Apply Augmented Reality (AR) Technology to Credit Cards” from VISA and “Breakthrough in Credit Card Digitization” from Mastercard in 2023. The Online Plus 2in1 card marked a turning point with the first integration of credit and payment cards in Southeast Asia, earning VIB the title of “Bank Leading in Innovation and Creativity 2021” from Mastercard. Additionally, the Family Link card was recognized as the “Best New Card Line 2022” and “Most Innovative Card Service 2022” by the International Finance Magazine.
In 2023, VIB Super Card set another record: it is the first credit card in Vietnam that allows users to choose between cashback or reward points, and also select the last digits of their card number, statement date, and minimum payment amount. With up to 15% cashback, the card collaboration with American Express also witnessed the fastest issuance speed in VIB’s history, reaching over 5,000 cards within just 3 months of its launch.
For several years, VIB has also made its mark in creative communications, spreading the brand image of a dynamic bank. VIB pioneered the trend of partnering with reality music shows on television, winning the “MMA Smarties Vietnam” marketing creativity award twice for The Masked Singer Vietnam 2022-2023, and leaving a strong impression with the global hit Anh Trai “Say Hi.”
MC Trấn Thành, VIB’s brand ambassador, shared his experience: “Through the shows sponsored by VIB, I felt the youthful energy and fresh approach that the bank consistently brings to the audience and the program. The more I learned about their products, the more I became a fan of VIB, eventually becoming a customer myself, from savings accounts to credit cards. For busy people like me, the MyVIB app is minimalist and smart, making it easy to pay all my bills in one go. Our partnership is built on mutual trust, and I’m grateful for the quality and reputation that VIB brings to its users.”
VIB has introduced new concepts to Vietnam’s cashless payment market, such as “virtual cards,” “virtual call centers,” and “virtual financial experts.” Among these, VIB’s virtual financial expert, Vie, was recognized by the owner of Facebook (Meta) with the “Best in Creatives 2023” award for its innovative conversational marketing solution. Launched in 2022, Vie actively engages across digital marketing platforms, offering interesting financial advice and promoting the “virtual-to-real interaction” model as the future standard in the financial services industry.
Guiding Principle: Customer-Centric Approach
Since its establishment, VIB has built and developed its product and service ecosystem based on a thorough understanding of its customers’ financial needs. The bank’s offerings have consistently outperformed many other brands in the market due to its stringent standards, demonstrated by its ability to identify and lead trends with effective financial leverage solutions for its customers.
This requires a deep understanding of each customer’s financial needs, allowing the bank to design personalized, creative, and unique products with superior benefits and, most importantly, providing customers with a truly comprehensive experience.
Delivering the best experience to every customer is the foundation of VIB’s business strategy. For 28 years, VIB has strived to bring innovation and modernity to the financial lives of millions of people because each customer has a unique story, and they deserve to be heard, supported, and empowered to enhance their experience.
“In my most challenging moments, VIB has always been by my side, providing not only financial services but also emotional support. They offered practical solutions and encouraged me to stay strong. I truly appreciate the dedication and genuine care I received from VIB,” shared Ms. Trần Bích Châu (Ho Chi Minh City), reflecting on her long-standing relationship with the bank. Like millions of other customers, she trusts VIB because it “always puts customers at the heart of its operations.”
This customer-centric approach has been institutionalized into a consistent and exemplary set of service and human resource standards. Whether interacting with tellers at branches or call center agents, customers receive dedicated advice tailored to their financial needs, and any issues are efficiently addressed, building trust and long-term relationships with VIB.
Throughout the sales and after-sales process, VIB focuses on two critical factors: timeliness and completeness. The bank strives to reduce waiting times through three digital channels: call centers, virtual assistants, and chatbots, promptly addressing customer needs by leveraging modern technologies such as voice authentication, implemented since April 2023. Over 90% of customers have expressed satisfaction with the call center channel.
VIB also offers competitive support and preferential programs compared to the overall market. Recently, VIB launched a home loan package with a total limit of VND 30,000 billion, offering fixed interest rates of 5.9%, 6.9%, and 7.9% per year for 6, 12, and 24-month terms, respectively, along with a principal grace period of up to 48 months. This is the bank’s largest loan package to date, providing individual customers with easy access to attractive interest rates and an efficient and effective loan process.
Previously, VIB also made headlines with its apartment loan package, offering interest rates from 5.9% per year and a principal grace period of up to 5 years, achieving positive results.
For credit cardholders, VIB Daily Deals has become a familiar destination for exclusive offers, covering dining, entertainment, local and international travel, and more. The 20th of every month is considered a shopping festival, with countless promotions from VIB.
VIB also excels in its thoughtful after-sales care, creating memorable moments for its customers. Sharing his recent experience in a community of over 20,000 members, Mr. Đinh Văn Hùng (Hanoi) praised not only the card benefits but also the “additional” services provided by the bank.
“I’ve been a VIB customer for 7 years, and I’ve noticed their continuous improvement in service quality. The five types of credit cards I use from VIB always offer better benefits and more features than before, leading the market in cashback offers. I appreciate how the bank continuously upgrades its services, listens to, and cares about its customers’ needs,” said Mr. Hùng.
As VIB celebrates its 28th anniversary, it enters a new phase with promises of more innovative products and dedicated services.
Life is full of memorable moments, and VIB will continue to accompany its customers, ensuring that each moment is made complete, drawing on its nearly three decades of expertise in various market segments.
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## A Culture of Learning: The Key to Sustainable Success
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