From Service to Experience: The Global Vision of Nguyen Tien Dung

With a philosophy of service, over 20 years of establishment and development, Viettel Customer Service's journey has been more than just support and answers; it's a journey of companionship, listening, and understanding the stories of over 120 million customers in Vietnam and more than 10 countries/territories.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

Mr. Nguyen Tien Dung is a visionary leader with a proven track record of transforming customer experience (CX) in highly competitive global markets. Before being appointed as the Director of Viettel Customer Service (VCX) in 2024, he served as the Director of Mytel (Viettel's brand in Myanmar). MyTel's rise to become Myanmar's number one mobile network operator is largely due to the leadership and significant contributions of him.

Since 2024, he has steered VCX from simply providing customer service to a comprehensive customer experience. With the mindset of someone who previously managed billions of USD in revenue in Myanmar, he believes the opportunity lies in the booming global business process outsourcing (BPO) market. His vision of VCX being more than just a workplace; it's a journey of creating happy customer experiences. This vision will continue to inspire us to strive every day, making the Viettel brand and Vietnamese customer service shine on the world map.

We believe that Mr. Nguyen Tien Dung is the most deserving candidate for the "Customer Service Manager of the Year" of The Stevie Award.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Mr. Nguyen Tien Dung led VCX to become the first Vietnamese enterprise honored at the International Customer Experience Awards (ICXA) 2025 in London, with the Silver Award for "Best Contact Center".

Under his leadership, VCX operates a workforce of over 4,000 employees, serving more than 120 million customers in over 10 countries, and has transformed its call center model into a smart multi-channel customer experience center - a connection between AI technology, Big Data, and human emotions.

He emphasized the proactive customer care approach using vCOC (Customer Service Operations Center): a centralized operating system that monitors customer experience quality in real time, helping to alert and resolve issues even before customers realize they exist, combined with the OmniX unified multi-channel call center to synchronize the customer experience across all touchpoints.

He also promoted the development of AI-integrated tools for knowledge management: KnowXHub, and resource management: WorkforceX, to free up employee labor and allow them to focus more time on customers.

His efforts reaffirm that the guiding principle "Enhancing customer experience through innovative technology" is far more than a slogan, it is a steadfast commitment to quality. This is evidenced by a 93% CSAT and 6.54/7 CES. Notably, FCR rose to 97% while response times fell by 12%. With 75% proactive detection and a 70% digitalization rate, bots now resolve 30% of inquiries at 90% accuracy.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

The shift in the global economy from a product-centric approach to prioritizing customer experience (CX) has created a fierce competition, where the line between success and failure is determined by the ability to understand user emotions. Accordingly, Mr. Nguyen Tien Dung's achievements are significant because they represent a shift from "reactive support" to "proactive experience". Furthermore, operating vCOC, a centralized system monitoring customer experience in real time, is a milestone few call centers worldwide have achieved. While many industry players focus solely on automation to cut costs, he follows "Technology from the Heart" strategy uses AI to enhance rather than replace human empathy.

At ICXA 2025, VCX under his leadership, outperformed global giants such as Samsung, Lenovo,... earned Silver Award for Best Contact Center. This is unique as it marks the first time a Vietnamese firm has been recognized for CX excellence on such a prestigious global stage.

While competitors are still experimenting with basic chatbots, VCX has deployed a comprehensive OmniX ecosystem (integrating Voice, Social, and OTT) and vCOC for real-time operation, allowing the organization to predict customer needs before they are voiced.

Compared to past performance, VCX has evolved from an internal support unit into a competitive BPO partner that can save external clients up to 40% in operating costs. Under his leadership, VCX has emerged as Viettel's newest vanguard, marking its initial strides toward conquering the global CX market-a sector projected to reach $650 billion by 2030

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Mr. Nguyen Tien Dung's leadership in driving Mytel's growth to over 13 million customers and $2.2 billion in revenue is noteworthy. This indicates his exceptional ability to implement large-scale strategic visions that ensure both rapid market expansion and financial sustainability. These milestones serve as a clear indicator of his operational efficiency in managing complex, multi-national telecommunications networks.

The successful transition from a traditional call center to a ""Real-time Service Operation"" through the ""OmniX"" and ""vCOC"" (Customer Service Operation Center) systems provides technical proof of his digital-first mindset. Under his direction, achieving a 75% proactive incident detection rate and a 97% First-contact resolution (FCR) demonstrates a commitment to eliminating customer friction. This level of technological maturity is rare and highlights his superiority in integrating AI to anticipate customer needs before they escalate.

Recognition through prestigious global accolades, such as the ICXA 2025 Silver Award in London, showcases the effectiveness of his leadership on the world stage. These awards provide third-party validation of his ability to build a world-class service culture that rivals the industry's best players