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Time​
08:30 - 13:00
Wednesday, October 29, 2025
Location
Marriott Hotel, Ha Noi
Next-Gen CX for BFSI 2025 | MP Transformation x Cisco

Market Context

banner

The Banking, Financial Services, and Insurance (BFSI) sector faces a pivotal moment in Customer Experience transformation.

As customers demand faster, more accurate, and deeply personalized services, financial institutions must redefine how they engage and serve their customers.

Yet critical challenges remain:
– Contact Center operations consume a significant portion of service budgets.
– Limited automation with heavy reliance on human agents.
– Fragmented customer data that limits strategic insights and decision-making.

Meanwhile, AI and Generative AI are revolutionizing Contact Center operations—from automating workflows and analyzing sentiment in real time, to accurately predicting customer behavior and needs.

To address these challenges, MP Transformation, CISCO, and BLUEBIK co-host 'Next-Gen Customer Experience for BFSI: Leading the AI Contact Center Revolution'—a specialized forum where industry-leading experts share:
Key trends and strategies for CX transformation in the AI era.
Proven case studies from leading global markets.
A practical, proven roadmap for implementing AI Contact Centers optimized for Vietnamese banks.

Distinctive Experience
Valuable Content

Access cutting-edge AI Contact Center solutions from MP Transformation, CISCO, and BLUEBIK—proven to reduce operational costs by up to 40% and double customer service efficiency.
Learn directly from leading CEOs and BFSI experts on proven strategies for transforming omnichannel customer experiences.
Receive exclusive AI CX market reports with real data from ASEAN markets, enabling data-driven strategic decisions.
Network with senior executives and C-level leaders across Vietnam's BFSI ecosystem

Exclusive to 30 qualified attendees only!

Register now!

Agenda

08:30 - 09:00
Welcome: Guest reception and networking
09:10 - 09:20
Opening Remarks: Market context and event theme orientation

Transforming Customer Experience Across Digital Channels in the AI Era:
+ Industry trends/ AI trends; challenges; some typical case studies in BFSI eg Thailand
+ Redefining Customer Experience aross digital channels in AI era

Speakers
Banner event CX 7
Mr. Soranun Choochut
CXO – BLUEBIK
9:20 – 9:50

Transforming Customer Experience Across Digital Channels in the AI Era:
+ Industry trends/ AI trends; challenges; some typical case studies in BFSI eg Thailand
+ Redefining Customer Experience aross digital channels in AI era

Speakers
Banner event CX 7
Mr. Soranun Choochut
CXO – BLUEBIK

As customer expectations rise, Asian enterprises must transform their service delivery.
+ Webex Contact Center, combined with AI-powered agents and virtual assistants, enables smarter, faster, and more personalized interactions across both voice and digital channels.
+ This session will share real-world case studies in banking, healthcare, and retail, demonstrating measurable ROI — from improving first-contact resolution (FCR) to automating proactive customer engagement.

Speakers
Dien gia event cx 1
Mr. Surapong Niramonchedrai
Contact Center Sales Manager, Cisco Vietnam and Thailand
Dien gia event cx 4
Mr. Shailesh Chourasia
Contact Center Solutions Architect, Cisco ASEAN, Korea and China
9:50 – 10:20

As customer expectations rise, Asian enterprises must transform their service delivery.
+ Webex Contact Center, combined with AI-powered agents and virtual assistants, enables smarter, faster, and more personalized interactions across both voice and digital channels.
+ This session will share real-world case studies in banking, healthcare, and retail, demonstrating measurable ROI — from improving first-contact resolution (FCR) to automating proactive customer engagement.

Speakers
Dien gia event cx 1
Mr. Surapong Niramonchedrai
Contact Center Sales Manager, Cisco Vietnam and Thailand
Dien gia event cx 4
Mr. Shailesh Chourasia
Contact Center Solutions Architect, Cisco ASEAN, Korea and China

Step-by-step Transformation from Traditional Call Centers to AI-powered Intelligent Customer Service Centers:
+ Analyze the current state of Contact Center operations in Vietnamese banks — from IVR and manual call handling to multi-channel (Omnichannel) systems.
+ Introduce six to seven levels of Contact Center maturity, clarifying the characteristics, capabilities, and limitations at each stage.
+ Propose a structured roadmap for progressive transformation, enabling banks to effectively transition toward the AI Contact Center model — optimizing operational costs, enhancing customer experience, and improving service productivity.

Speakers
Dam ba quyen
Mr. Dam Ba Quyen
CTO - MP TRANSFORMATION
10:20 – 10:50

Step-by-step Transformation from Traditional Call Centers to AI-powered Intelligent Customer Service Centers:
+ Analyze the current state of Contact Center operations in Vietnamese banks — from IVR and manual call handling to multi-channel (Omnichannel) systems.
+ Introduce six to seven levels of Contact Center maturity, clarifying the characteristics, capabilities, and limitations at each stage.
+ Propose a structured roadmap for progressive transformation, enabling banks to effectively transition toward the AI Contact Center model — optimizing operational costs, enhancing customer experience, and improving service productivity.

Speakers
Dam ba quyen
Mr. Dam Ba Quyen
CTO - MP TRANSFORMATION
10:50 - 11:20
Tea Break & Networking
11:20 – 11:50
Panel Discussion: AI in BFSI - Overcoming Challenges, Seizing Opportunities
Insights from technology experts and BFSI operations specialists
11:50 – 12:10
Closing Remarks: Reinforcing strategic three-way collaboration to deliver breakthrough customer service solutions for BFSI enterprises
12:10 – 13:30
Business Lunch: Lunch & Networking
Experience Live Demos of Advanced AI Contact Center Solutions Free at the Event!

Exclusive to 30 qualified attendees only!

Register now!

Featured Speakers

Banner event CX 7
Mr. Soranun Choochut
CXO – BLUEBIK
  • Chairman of ETRAN.
  • Innovation Consultant, H.O.W. Fellow.
  • Secretary General of the IDS Association.
See details
Dien gia event cx 1
Mr. Surapong Niramonchedrai
Contact Center Sales Manager, Cisco Vietnam and Thailand
  • Over 10 years of experience in the Contact Center and Customer Engagement domain
  • Specialized in cloud-based contact center transformation and Webex solutions
See details
Dam ba quyen
Mr. Dam Ba Quyen
CTO - MP TRANSFORMATION
  • Founder & CEO of BIVA
  • Over 10 years of experience in research and development of Voice Assistant technologies
  • Former Head of AI Speech Technology Development at Viettel AI
See details
Dien gia event cx 5
Mr. Binh Chu
Collaboration Sales Manager, Vietnam/Laos/ Cambodia
  • Nearly 18 years of experience in Networking and Collaboration Architecture.
  • Expertise in Routing/Switching, VoIP, Video/Web Conferencing, Cloud Collaboration, and Contact Center Solutions.
See details

Companion Speakers

Cao huy van
Mr. Cao Huy Van
CEO - MP TRANSFORMATION
See details
Bruce Huynh
Mr. Bruce Huynh
Chief Strategy Officer (CSO), MP Transformation
See details
Dien gia event cx 6
Mr. Sarang Shah
Regional Leader, Contact Center Business, India and ASEAN
See details
Dien gia event cx 2
Mr. Nguyen Duc Thang
CCO - MP TRANSFORMATION
See details
Do Thanh Thuy 2
Ms. Do Thanh Thuy
Chief Operating Officer (COO), MP Transformation
See details
Tran Phu Thien
Mr. Tran Phu Thien
Deputy Director of Digital Finance Center Operations, TPBank
See details

Conference Delegates

Where BFSI Leaders and Industry Experts Converge
Senior leaders and executives across Banking, Financial Services, and Insurance (BFSI).
Specialists in Customer Experience, Operations, and Information Technology.
Strategic planners and policymakers shaping the future of the BFSI industry.
Co - Organized by
Logompt to
Logo cisco
Supporter by
Lgo bluebik to

The Future of BFSI
Customer Experience Starts Here!

Next-Gen CX for BFSI
Breakthrough with AI Contact Center

Time: 08:30 – 13:00 | Wednesday, October 29, 2025

Location: Marriott Hotel, Ha Noi

Contact: MP Transformation – 0901583222

REGISTER TODAY

Register now to lead the AI Contact Center transformation in BFSI
Hotline
1900 585853
Mr. Soranun Choochut
CXO – BLUEBIK
Speaker information:
  • Chairman of ETRAN.
  • Innovation Consultant, H.O.W. Fellow.
  • Secretary General of the IDS Association.
  • Co-founder of multiple startups and agencies in UX/UI, Service Design, and Innovation Hub.
  • Former Head of Design & Customer Experience, Siam Commercial Bank.
  • 15+ years of experience in UX/UI, transformation, and service design.
  • Advisor & collaborator with SMEs, startups, government, and NGOs to build sustainable business models.
  • Two-time Red Dot Design Award winner (2012, 2020).
  • Recognized in APAC25 as one of the top 25 high-impact sustainable startups by Cleantech Group (2019).
  • Winner of the “Thailand Digital Dialogue” Startup Pitch (2024).
Mr. Surapong Niramonchedrai
Contact Center Sales Manager, Cisco Vietnam and Thailand
Speaker information:
  • Over 10 years of experience in the Contact Center and Customer Engagement domain
  • Specialized in cloud-based contact center transformation and Webex solutions
  • Expert in real-time analytics, omnichannel routing, and AI-driven customer insights
  • Passionate about helping organizations enhance operational efficiency and customer satisfaction through digital transformation
  • Holder of the Cisco Certified Internetwork Expert (CCIE) – the highest-level certification from Cisco Systems
  • Recipient of the AWS Certified Data Analytics award, demonstrating expertise in leveraging data for customer experience optimization
  • Works closely with clients and partners across the ASEAN region to deliver innovative, scalable, and intelligent CX solutions
Mr. Dam Ba Quyen
CTO - MP TRANSFORMATION
Speaker information:
  • Founder & CEO of BIVA
  • Over 10 years of experience in research and development of Voice Assistant technologies
  • Former Head of AI Speech Technology Development at Viettel AI
  • Former Head of AI Speech Technology Development at Zalo AI, contributing to the KiKi Virtual Assistant project
  • Top 5 Winner at AI Awards 2024 with the OmiBot – AI Call Center Assistant
  • Winner of AI4VN National Grand Finale 2019 with the VoiceBot innovation
  • First Prize Winner (2020 & 2021) at VLSP for Text-to-Speech Technology
  • Second Prize Winner (2020 & 2021) at VLSP for Speech-to-Text Technology
  • Author of 6 scientific papers on Speech AI research and applications (2017–2022)
  • First Prize (National) and Second Prize (Asia) at the ACM/ICPC Algorithm Programming Contest (2015)
Mr. Binh Chu
Collaboration Sales Manager, Vietnam/Laos/Cambodia
Companion information:
  • Nearly 18 years of experience in Networking and Collaboration Architecture.
  • Expertise in Routing/Switching, VoIP, Video/Web Conferencing, Cloud Collaboration, and Contact Center Solutions.
  • The first CCIE Collaboration holder in Vietnam, demonstrating deep technical expertise in enterprise communication and collaboration technologies.
  • Recognized as a strategic technology leader, combining strong technical knowledge with business acumen to deliver real value to clients.
  • A pioneer in driving innovation in Collaboration and Customer Experience (CX) across Vietnam and the Indochina region.
Mr. Cao Huy Van
CEO - MP TRANSFORMATION
Companion information:
  • CEO MP Transformation
  • CEO Metech
  • 20 years of experience in consulting and implementing Contact Center solutions for the BFSI sector
Mr. Bruce Huynh
Chief Strategy Officer (CSO), MP Transformation
Companion Expert Information:
  • Over 10 years building and advancing digital platforms, with deep expertise in designing Customer Experience solutions and product architectures for multi-sided marketplaces and B2B enterprises. Led cross-functional teams (20+ members) achieving 60% revenue growth and over $1MM USD in ASEAN markets.
  • At MP Transformation, Bruce drives product strategy and customer experience, focusing on transforming Customer Experience for the BFSI sector. With hands-on experience of building digital products, he has designed solutions achieving 99% uptime and significantly reduced deployment timelines.
  • Previously, he managed a $20MM product portfolio at IBM, advising digital transformation for leading commercial banks and financial institutions across Vietnam and the region. Expert in integrating AI, Cloud, and modern technologies to create agile, scalable, and cost-optimized operational solutions.
  • Strategic Focus at MPT: Combining product thinking with deep technical understanding to build practical AI Contact Center solutions tailored to the context and needs of Vietnamese financial organizations.
Mr. Sarang Shah
Regional Leader, Contact Center Business, India and ASEAN
Companion information:
  • Over 25 years of experience in the software industry, specializing in Customer Experience (CX), Cloud, and Collaboration solutions.
  • Led the Cloud CX transformation across India and ASEAN, driving 50% of Contact Center revenue migration to cloud platforms.
  • Launched the Webex Customer Experience Cloud Data Center in Singapore, expanding service capabilities across the ASEAN region.
  • Developed and executed ASEAN Go-to-Market (GTM) strategies, building a diverse partner ecosystem to accelerate digital transformation in the Contact Center domain.
  • Built and led a specialized CX team, achieving top productivity in the region and driving innovation in customer experience through AI and Cloud technologies.
Mr. Nguyen Duc Thang
CCO - MP TRANSFORMATION
Companion information:
  • Over 15 years of experience in the Contact Center, BPO, and Customer Engagement domain
  • Specialized in digital transformation for BFSI, focusing on cloud-based and AI-powered contact center solutions
  • Passionate about helping financial institutions enhance operational efficiency and customer experience through data-driven transformation
  • Led multiple large-scale projects integrating AI voicebot, automation workflow, and customer analytics for leading banks and financial institutions in Vietnam
  • Works closely with strategic partners across the ASEAN region to deliver scalable, secure, and intelligent CX solutions
  • Holds multiple Sales Certifications from AWS, Cisco Webex, and Genesys, demonstrating strong expertise in cloud contact center and CX solution
Ms. Do Thanh Thuy
Chief Operating Officer (COO), MP Transformation
Companion expert information:
  • Over 18 years leading and optimizing BPO Contact Center operations for BFSI, telecommunications, and multinational enterprises. A pioneer in building Vietnam's large-scale outsourced Contact Center ecosystem, including the successful strategic deployment for Viettel serving 80+ million customers.
  • At MP Transformation, Ms. Thuy leads the transformation from traditional Contact Centers to AI-powered models for BFSI, delivering proven results with 30-40% cost reduction, 60% productivity gains, and significantly enhanced customer experience. Expert in integrating AI, RPA, and Cloud technologies to create agile, intelligent, and scalable operational solutions.
  • Strategic Vision: Building a technology-integrated BPO ecosystem that delivers deeply personalized and exceptional customer experiences for Vietnam's BFSI sector.
Mr. Tran Phu Thien
Deputy Director of Digital Finance Center Operations, TPBank
Companion Expert Information:
  • 10+ years of hands-on experience in banking operations and digital transformation.
  • Formerly led TPBank’s Digital Finance Center serving over 5 million customers.
  • Deep understanding of challenges in cost efficiency, scaling workforce, and large-scale personalization.
  • Pioneer in applying AI and automation — achieving 40% faster processing and +35% customer satisfaction.
  • Vision: next-generation Contact Center where AI empowers people, not replaces them.
Mr. Soranun Choochut
CXO – BLUEBIK
Speaker information:
  • Chairman of ETRAN.
  • Innovation Consultant, H.O.W. Fellow.
  • Secretary General of the IDS Association.
  • Co-founder of multiple startups and agencies in UX/UI, Service Design, and Innovation Hub.
  • Former Head of Design & Customer Experience, Siam Commercial Bank.
  • 15+ years of experience in UX/UI, transformation, and service design.
  • Advisor & collaborator with SMEs, startups, government, and NGOs to build sustainable business models.
  • Two-time Red Dot Design Award winner (2012, 2020).
  • Recognized in APAC25 as one of the top 25 high-impact sustainable startups by Cleantech Group (2019).
  • Winner of the “Thailand Digital Dialogue” Startup Pitch (2024).
Mr. Surapong Niramonchedrai
Contact Center Sales Manager, Cisco Vietnam and Thailand
Speaker information:
  • Over 10 years of experience in the Contact Center and Customer Engagement domain
  • Specialized in cloud-based contact center transformation and Webex solutions
  • Expert in real-time analytics, omnichannel routing, and AI-driven customer insights
  • Passionate about helping organizations enhance operational efficiency and customer satisfaction through digital transformation
  • Holder of the Cisco Certified Internetwork Expert (CCIE) – the highest-level certification from Cisco Systems
  • Recipient of the AWS Certified Data Analytics award, demonstrating expertise in leveraging data for customer experience optimization
  • Works closely with clients and partners across the ASEAN region to deliver innovative, scalable, and intelligent CX solutions
Mr. Dam Ba Quyen
CTO - MP TRANSFORMATION
Speaker information:
  • Founder & CEO of BIVA
  • Over 10 years of experience in research and development of Voice Assistant technologies
  • Former Head of AI Speech Technology Development at Viettel AI
  • Former Head of AI Speech Technology Development at Zalo AI, contributing to the KiKi Virtual Assistant project
  • Top 5 Winner at AI Awards 2024 with the OmiBot – AI Call Center Assistant
  • Winner of AI4VN National Grand Finale 2019 with the VoiceBot innovation
  • First Prize Winner (2020 & 2021) at VLSP for Text-to-Speech Technology
  • Second Prize Winner (2020 & 2021) at VLSP for Speech-to-Text Technology
  • Author of 6 scientific papers on Speech AI research and applications (2017–2022)
  • First Prize (National) and Second Prize (Asia) at the ACM/ICPC Algorithm Programming Contest (2015)
Mr. Binh Chu
Collaboration Sales Manager, Vietnam/Laos/Cambodia
Companion information:
  • Nearly 18 years of experience in Networking and Collaboration Architecture.
  • Expertise in Routing/Switching, VoIP, Video/Web Conferencing, Cloud Collaboration, and Contact Center Solutions.
  • The first CCIE Collaboration holder in Vietnam, demonstrating deep technical expertise in enterprise communication and collaboration technologies.
  • Recognized as a strategic technology leader, combining strong technical knowledge with business acumen to deliver real value to clients.
  • A pioneer in driving innovation in Collaboration and Customer Experience (CX) across Vietnam and the Indochina region.
Mr. Cao Huy Van
CEO - MP TRANSFORMATION
Companion information:
  • CEO MP Transformation
  • CEO Metech
  • 20 years of experience in consulting and implementing Contact Center solutions for the BFSI sector
Mr. Bruce Huynh
Chief Strategy Officer (CSO), MP Transformation
Companion Expert Information:
  • Over 10 years building and advancing digital platforms, with deep expertise in designing Customer Experience solutions and product architectures for multi-sided marketplaces and B2B enterprises. Led cross-functional teams (20+ members) achieving 60% revenue growth and over $1MM USD in ASEAN markets.
  • At MP Transformation, Bruce drives product strategy and customer experience, focusing on transforming Customer Experience for the BFSI sector. With hands-on experience of building digital products, he has designed solutions achieving 99% uptime and significantly reduced deployment timelines.
  • Previously, he managed a $20MM product portfolio at IBM, advising digital transformation for leading commercial banks and financial institutions across Vietnam and the region. Expert in integrating AI, Cloud, and modern technologies to create agile, scalable, and cost-optimized operational solutions.
  • Strategic Focus at MPT: Combining product thinking with deep technical understanding to build practical AI Contact Center solutions tailored to the context and needs of Vietnamese financial organizations.
Mr. Sarang Shah
Regional Leader, Contact Center Business, India and ASEAN
Companion information:
  • Over 25 years of experience in the software industry, specializing in Customer Experience (CX), Cloud, and Collaboration solutions.
  • Led the Cloud CX transformation across India and ASEAN, driving 50% of Contact Center revenue migration to cloud platforms.
  • Launched the Webex Customer Experience Cloud Data Center in Singapore, expanding service capabilities across the ASEAN region.
  • Developed and executed ASEAN Go-to-Market (GTM) strategies, building a diverse partner ecosystem to accelerate digital transformation in the Contact Center domain.
  • Built and led a specialized CX team, achieving top productivity in the region and driving innovation in customer experience through AI and Cloud technologies.
Mr. Nguyen Duc Thang
CCO - MP TRANSFORMATION
Companion information:
  • Over 15 years of experience in the Contact Center, BPO, and Customer Engagement domain
  • Specialized in digital transformation for BFSI, focusing on cloud-based and AI-powered contact center solutions
  • Passionate about helping financial institutions enhance operational efficiency and customer experience through data-driven transformation
  • Led multiple large-scale projects integrating AI voicebot, automation workflow, and customer analytics for leading banks and financial institutions in Vietnam
  • Works closely with strategic partners across the ASEAN region to deliver scalable, secure, and intelligent CX solutions
  • Holds multiple Sales Certifications from AWS, Cisco Webex, and Genesys, demonstrating strong expertise in cloud contact center and CX solution
Ms. Do Thanh Thuy
Chief Operating Officer (COO), MP Transformation
Companion expert information:
  • Over 18 years leading and optimizing BPO Contact Center operations for BFSI, telecommunications, and multinational enterprises. A pioneer in building Vietnam's large-scale outsourced Contact Center ecosystem, including the successful strategic deployment for Viettel serving 80+ million customers.
  • At MP Transformation, Ms. Thuy leads the transformation from traditional Contact Centers to AI-powered models for BFSI, delivering proven results with 30-40% cost reduction, 60% productivity gains, and significantly enhanced customer experience. Expert in integrating AI, RPA, and Cloud technologies to create agile, intelligent, and scalable operational solutions.
  • Strategic Vision: Building a technology-integrated BPO ecosystem that delivers deeply personalized and exceptional customer experiences for Vietnam's BFSI sector.
Mr. Tran Phu Thien
Deputy Director of Digital Finance Center Operations, TPBank
Companion Expert Information:
  • 10+ years of hands-on experience in banking operations and digital transformation.
  • Formerly led TPBank’s Digital Finance Center serving over 5 million customers.
  • Deep understanding of challenges in cost efficiency, scaling workforce, and large-scale personalization.
  • Pioneer in applying AI and automation — achieving 40% faster processing and +35% customer satisfaction.
  • Vision: next-generation Contact Center where AI empowers people, not replaces them.