Home Credit Vietnam lauded for data analytics at Asian CX awards

Home Credit Vietnam has secured a Silver award at the 2026 CX Asia Excellence Awards for its application of data and customer insights, a recognition of its technology-driven approach in the country’s competitive consumer finance sector. The award, presented on June 17 in the "Best Use of Data and Customer Insight" category, highlights the company's use of analytics to refine product development, service design, and credit decisions. The CX Asia Excellence Awards, now in their 12th year, celebrate innovation in customer engagement and digital transformation across the region.

The accolade comes as Vietnam’s consumer finance market undergoes significant evolution. A 2025 report from FiinGroup noted that financial institutions are increasingly leveraging data analytics to offer more personalised lending solutions and broaden credit access. The report also identified a rising demand for digital financial products like "Buy Now, Pay Later" services, credit cards, and digital loans, particularly among younger demographics.

In response to these market shifts, Home Credit has developed a customer experience strategy that integrates consumer insights directly into its operations. A company study from last year found that while customers prioritise practical factors such as efficient processing and rapid approvals, they also place growing importance on emotional considerations like transparency, empathy, and respect. This framework aims to create a more streamlined financial experience by embedding these insights into product design and service delivery.

Data is central to the firm's credit assessment model, especially for applicants with limited or no credit history. By combining internal and external data sources, Home Credit's scoring model can process loan applications in an average of three minutes, expanding financial inclusion while adhering to responsible lending standards. The company stated that data analytics also enable the personalisation of its products and services. "This award recognizes our customer-centric strategy and our ability to develop products powered by data," said Michal Skalicky, Chief Customer Officer.

Skalicky added that the company will continue to invest in its data capabilities to improve customer experience and expand access to responsible financial services. Home Credit's focus on sustainable growth is reflected in its 2025 business performance, which included a non-performing loan ratio of 1.66%. This regional recognition is expected to support its ongoing investment in technology and customer intelligence within Vietnam's consumer finance market.