With his new endeavor, Eugene Keith Galbraith, the world-class banking veteran, hopes to add value by drawing on his vast experience with BCA, the hugely successful Indonesian bank, to help Techcombank achieve its vision of becoming a leading bank in the region and the partner of choice for customers. Yet, the country amazed him. While it is common knowledge that digital tools help with cost saving and efficiency, to Galbraith, it is all about trust.
The leadership team at Techcombank shares his philosophy. The bank has streamlined its processes, front-end and back-end, in order to offer simplified, convenient features and make transactions just one click away, while ensuring security at its best. Numbers speak for itself. In , Techcombank acquired 2. The bank has a customer-centric strategy, and digital engagement plays a key part in this approach, with 94 per cent of retail transactions conducted online and about 88 per cent of corporate customers active on digital platforms last year.
New and revamped customer value propositions introduced during helped to make Techcombank the primary banking relationship of its customers. The banking expert was impressed by how Techcombank was not just collecting data, but is analysing it to build a more holistic understanding of its customers and provide tailored value propositions, and linking it to the latest AI technologies to provide hyper-personalised customer experiences.
Galbraith believes being convenient, secure, and reliable is the key to success of a digital banking platform. As long as banks have the same interests as their customers, and deliver a secure, easy-to-access platform, they will excel as the bank of choice, explained Galbraith.
As he joining a new workplace, Galbraith said he was impressed with how Techcombank remained open and receptive to new ideas even after achieving astonishing growth and success in recent years.
