Techcombank’s digital reinvention: setting a new standard for retail banking in Vietnam with Backbase

Techcombank, Vietnam’s fifth-largest bank by assets, undertook a bold digital reinvention. Facing outdated legacy systems that limited agility and scalability, the bank partnered with Backbase to deliver a humanized, fully digital banking experience that puts customers at the center.

By implementing the AI-powered Banking Platform, Techcombank created a secure, user-friendly mobile banking app with features like AI-powered personal finance management, conversational flows, and NFC-enabled onboarding. Retail customers can now open accounts quickly, receive personalized financial insights, and enjoy secure, engaging digital journeys.

The impact has been transformative — Techcombank acquired 1.9 million new customers entirely digitally in 2024 alone, achieved a 4.9/5 app store rating, and drove over 50% of total savings and investment through digital channels. With the highest NPS in the Vietnamese market, Techcombank has set a new standard for what retail banking can be.