Sharing his views on business growth and technology adoption at The Next Forum on Oct. 15, Diep said artificial intelligence has accelerated business operations but also increased the volume of information managers must process.

Diep said its core principles remain understanding customers, solving real problems, simplifying user experiences and building trust. He outlined a four-step approach based on first-principles thinking: question every requirement, eliminate unnecessary steps, simplify and optimize what remains, and then automate.

“Change does not mean following every trend. It must begin with real needs and the value a business wants to create,” he said.

Business leaders discuss technology adoption and organizational change at The Next Forum on Oct. 15, 2026. Photo courtesy of MoMo

Building products that need no instruction manual

MoMo serves more than 30 million users, connects over 500,000 businesses and merchants, and partners with more than 70 banks, financial institutions and insurance companies.

Diep said understanding customers is essential to serving such a diverse user base. MoMo holds monthly customer discussions to learn about users’ needs and difficulties, including feedback from people who dislike its products or have stopped using them.

“We also listen to people who dislike our products or have stopped using them. That is how we understand customers before developing products that truly meet their needs,” he said.

The company uses AI to personalize services and recommend products, while investing in risk management and security. It is also developing features that could help users track spending and manage their personal finances.

MoMo said its AI systems detect nearly 29,000 unusual transactions daily and warn more than 10,000 users about transactions showing potential signs of risk.

Diep stressed that technology investment should focus on solving genuine problems rather than adding features for their own sake.

“When we adopt a technology or add a feature, we consider whether it serves a large number of people and solves a real user pain point. If it doesn’t, we remove it,” he said.

With users ranging from older people and residents of remote areas to small merchants unfamiliar with digital technology, MoMo aims to make its interface and services intuitive enough to use without an instruction manual.

Businesses urged to contribute to national development

Other speakers also discussed how businesses could prepare for a new growth cycle.

Mai Huu Tin, chairman and CEO of U&I Investment Corporation, said improvements to Vietnam’s institutional framework and government support measures offered opportunities for business development.

He encouraged companies to contribute to national development by sharing practical experience and providing constructive feedback and policy recommendations to government agencies.

Greater business participation, he said, could help policymakers refine regulations and improve the business environment.

MoMo has expanded from a digital payment platform into a broader financial services ecosystem covering shopping, dining, transportation, entertainment, bill payments, tuition, hospital expenses, public services and international payments.

Through partnerships, the platform now supports payments at approximately 100,000 acceptance points across 60 countries and territories, including China, South Korea, Japan, Europe and Southeast Asia, according to the company.

The expansion reflects MoMo’s efforts to broaden access to digital financial services while keeping products simple and practical for users.