Global CX Summit Vietnam 2025: FSB Connecting Global Knowledge in Customer Experience Management

Nearly 300 domestic and international leaders and experts attended Global CX Summit Vietnam 2025 in Hanoi to discuss the role of technology, data, and the human factor in corporate customer experience strategies.

On December 13, 2025, Global CX Summit Vietnam 2025 – the annual high-level conference on customer experience management – took place at the FPT Tower in Hanoi, attracting nearly 300 leaders, managers, and experts from Vietnam. The event was co-organized by the FPT School of Business & Technology (FPT University) and the XMGlobal Collaborative Global Cooperation Association (USA).

This year’s conference, themed “The Future of Customer Experience: When Technology Meets Humanity,” focused on how businesses apply AI, data, and digital technologies in experience design while maintaining the central role of human factors and customer emotions.

Customer Experience from a Strategic Perspective

In the context of rapidly changing consumer behavior and increasingly intense competition, many speakers emphasized that customer experience is no longer limited to customer care or service activities, but has become a core component of long-term growth strategy.

Dr. Tran Quang Huy – Head of Training, FPT School of Business & Technology, FPT Corporation – stated that the conference aims to help businesses connect global customer experience management trends with real-world implementation conditions in Vietnam, especially as many organizations are heavily investing in technology and data.

Global CX Summit Vietnam 2025 brought together numerous international and Vietnamese experts in customer experience management, such as Lou Carbone – Founder of Experience Engineering®, Dr. Tom DeWitt – President of XMGlobal Collaborative, Aileen Day, Gabrielle Syquia, along with leaders from major Vietnamese enterprises including Mr. Hoang Viet Anh – Chairman of FPT Telecom, and representatives from VPBank, DXCon, Qualtrics, Talentnet, SOI.Pro, Tam Anh General Hospital, Long Chau Pharmacy, UKG, and others.

When Technology Must Be Connected with Human Emotions

In the opening keynote session, speaker Lou Carbone emphasized that emotions are a powerful driver of customer behavior and loyalty. According to him, AI and data only deliver real value when they are used to understand customer journeys and emotions, rather than merely focusing on process automation.

Dr. Tom DeWitt – President of XMGlobal Collaborative (USA)

From an international perspective, Dr. Tom DeWitt – President of XMGlobal Collaborative (USA) – noted that customer experience creates sustainable value only when businesses effectively integrate technology, data, and human elements in their operations.

He pointed out that while many companies are undergoing rapid digital transformation, they still face challenges in maintaining consistency and humanity in customer experiences. Therefore, a holistic approach to experience management—covering customers, employees, and stakeholders—is becoming increasingly essential.

Speaker Hoang Viet Anh – Chairman of FPT Telecom

From a business implementation standpoint, speaker Hoang Viet Anh – Chairman of FPT Telecom – shared experiences in deploying customer experience management at scale, from omnichannel customer care to applying AI in churn prediction and feedback analysis. According to him, data and Voice of Customer systems play a crucial role in enabling timely decision-making and continuous experience improvement.

Connecting Academic and Business Practice

In addition to plenary sessions, the conference featured multiple parallel discussions on topics such as applying AI in service personalization, co-creating experiences with customers, and the relationship between customer experience (CX), employee experience (EX), and human experience (HX).

According to the Organizing Committee, the participation and support of businesses enhanced the practical relevance of the conference while creating a dynamic exchange platform among academics, experts, and the management community.

Global CX Summit Vietnam 2025 concluded with a wide range of perspectives and shared lessons, opening further discussions on how Vietnamese enterprises can apply technology in harmony with human factors to enhance competitiveness in the future.

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