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Techcombank is pursuing a comprehensive shift in its business model for 2025–2026, expanding beyond traditional credit activities and building an ecosystem strategy aimed at improving customer experience. At a press briefing following the 2026 annual general meeting, CEO Jens Lottner (HOSE: TCB) outlined the bank’s vision to use artificial intelligence (AI) alongside international governance standards to reach ambitious milestones by 2030.
Techcombank said it views ecosystem development not as a trend, but as a way to fully meet customer needs. Instead of focusing on standalone financial products, the bank aims to create a seamless customer journey driven by data—so that customer requirements are understood and addressed quickly.
The CEO highlighted the bank’s competitive advantage as deep integration that reduces the need for customers to repeat information across multiple providers. He cited Bancassurance performance in 2025 as an example, saying Techcombank’s life insurance market share doubled within a few months.
According to the CEO, the bank can issue 95% of digital insurance contracts within five minutes, and it can accept risks that some partners typically decline—supporting faster scaling.
Techcombank said AI and Big Data are key growth drivers in the digital era. The bank is shifting operating models from fully human-driven processes to AI-assisted workflows with human oversight.
Under the plan, AI agents are expected to handle many basic operational tasks, while staff roles will shift toward designing business models, innovating solutions, and supervising and governing AI capabilities. The bank emphasized that the goal is not to reduce headcount to cut costs, but to recreate the customer experience and improve labor productivity.
Techcombank’s implementation roadmap includes completing a comprehensive technology platform by Q2 2026 and building a single integrated system across the group. The bank’s AI initiatives are focused on four main areas:
The bank said it is promoting an internal innovation culture, encouraging all 15,000 employees to use AI tools daily to rethink work methods. Techcombank has also built a shared AI tool library, including tools that aggregate market information and analyze competitive strength, enabling staff to produce complex competitor analyses within a day.
At the same time, Techcombank acknowledged the high operating costs of AI and the challenges of security and compliance. It said AI mistakes can spread quickly, so it is taking a cautious approach by measuring risks carefully and working closely with state regulators.
Addressing global geopolitical uncertainties, Lottner said Techcombank prioritizes a risk-minimizing strategy to protect balance-sheet stability. The bank maintains low foreign-exchange exposure and hedges fully against FX volatility.
For interest-rate risk, Techcombank said it ensures assets and liabilities are managed in a market-consistent manner to avoid maturity mismatches. The CEO also said the bank continuously plans for a GDP growth scenario of 5% and, even under that scenario, would maintain a full provisioning plan to protect targeted profit of VND 35,000 billion.
The strategy, the bank said, emphasizes real demand in the real estate segment and tight control of speculation to reduce exposure to market fluctuations.
On international expansion, Techcombank said it takes a pragmatic approach. While applying Basel III governance standards and having technology platforms in the global top 5%, the bank does not prioritize opening physical branches abroad.
Instead, Lottner said Techcombank aims for a model similar to a “global network of strategic partners.” He said the Vietnamese market’s appeal and Techcombank’s reputation are strong enough that international partners will seek cooperation rather than the bank pursuing them.
The bank said foreign capital would be connected through this partner network and through a presence in international financial centers such as VIFC to channel funds back to Vietnam. The stated goal is to access global resources while focusing on the domestic market’s growth potential.
Techcombank said it aims to reach 30 million customers and quadruple revenue by 2030, focusing on productivity gains through technology. The CEO said the biggest challenge is not acquiring new customers, but converting them into core customers through cross-selling and hyper-personalization.
With AI support, Techcombank expects each relationship manager to conduct up to 20 quality interactions per day, up from six previously, to maximize the value of the existing customer base.
To support these targets, the bank said it is diversifying funding sources. Lottner stated that relying only on traditional deposits would not be sufficient to fund large national projects. He said tapping the capital market, leveraging foreign funding, and arranging professional financing are priorities, alongside flexible interest rates to attract resources and strong risk management.
Techcombank concluded that it is opening a new chapter toward becoming a leading regional financial institution, combining AI-driven capabilities and international reach with sustainable customer growth.
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