Eximbank s next chapter Richa Goswami on purpose relevance and trust
For a bank with history transformation presents a particular challenge Holding too tightly to what worked in the past and past success can harden into inertia Changing without a clear sense of what should endure and an institution risks losing the identity and trust it has spent years building
Richa Goswami, a member of the Board of Directors at Eximbank, believes that the bank's next chapter hinges on rediscovering its purpose, relevance, and trust. Rather than abandoning its past, Goswami sees the bank's history as a foundation upon which to build its future. The bank was initially created to support Vietnam's businesses as they grew, and the core of that purpose remains relevant today.
Eximbank's customer-centric approach, which involved working tirelessly to meet customers' needs, is a source of inspiration for the bank's future direction. Purpose, relevance, and trust are central to the bank's transformation, according to Goswami. Purpose provides continuity through change, relevance is earned by understanding and meeting customers' needs, and trust is built through consistent, empathetic experiences.
The bank's original customers were businesses participating in Vietnam's growth story, but today's context has changed. To remain relevant, Eximbank must understand how customers live, where friction exists in their financial lives, and what they value. By prioritizing customer insights and focusing on a few key areas, the bank can transform itself into a more customer-centric institution.
Ultimately, trust is the most valuable asset in banking, and it is built through consistent, empathetic experiences.
Written by urgent.news from Vietnam Investment Review's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
