At the event, Mr. Nguyen Van Khoa, CEO of FPT Corporation, shared FPT Long Chau’s digital and AI transformation journey, emphasizing the importance of a strong data foundation, business ownership of transformation, and using AI to better serve customers.
On October 8, the 22nd Asia-Pacific Retailers Convention & Exhibition (APRCE) was held in Tokyo, Japan. At the event, FPT CEO Nguyen Van Khoa shared how technology has supported the growth of FPT Long Chau, highlighting key lessons in building operational foundations, implementing AI, and measuring transformation success through the value delivered to businesses, employees, and customers.
Mr. Nguyen Van Khoa, CEO of FPT Corporation, speaks at the 22nd APRCE Tokyo 2026.Starting with Customer Needs
According to FPT CEO Nguyen Van Khoa, behind every technology system and data platform are real human needs. What matters to customers is receiving timely service, not the technology operating behind the counter.
Meeting these expectations consistently at scale has been a key challenge for FPT Long Chau, which operates more than 2,700 pharmacies and serves 33 million customers. As the network expands, systems for order management, inventory management, and supplier coordination must also evolve to handle increasing transaction volumes.
Throughout this journey, FPT Long Chau has adopted technology solutions with a focus on measurable operational outcomes. The approach begins with identifying specific problems, testing solutions on a small scale, listening to users, and then expanding implementation.
The value of technology must be demonstrated in everyday operations by enabling smoother coordination, faster processing, and better responsiveness to customer needs.
“What customers remember is the dedicated pharmacist,” a key message shared by FPT CEO Nguyen Van Khoa.Four Lessons for Delivering Real Value Through Transformation
Drawing on FPT Long Chau’s transformation journey, Mr. Nguyen Van Khoa outlined four key lessons.
First, businesses must take ownership of transformation and remain accountable for results. Technology, experts, and partners are important resources, but businesses themselves must define the challenges, set objectives, and lead implementation.
Second, build a strong foundation before scaling. As networks expand and transaction volumes increase, technology systems must be capable of supporting growth while maintaining consistent operational performance and service quality.
Third, clean data is essential for effective AI adoption. Connecting order, inventory, and customer information through a unified platform provides the foundation for AI applications that address real business needs.
Fourth, leadership determines the pace of transformation. Leaders play a decisive role in setting priorities, organizing implementation, and maintaining coordination across the organization.
The FPT CEO emphasized that in healthcare, the dedication of pharmacists and the trust of customers remain essential. AI should help healthcare professionals spend more time caring for patients, while the use of data must go hand in hand with the responsibility to protect personal information.
Expanding Opportunities for Cooperation
Having established a presence in Japan in 2005, FPT aims to continue sharing experience, learning from partners, and supporting businesses in the Japanese market.
As Japan faces an aging population and labor shortages in the retail sector, AI offers new opportunities to support employees, improve productivity, and enhance customer experience.
FPT Long Chau’s experience provides practical insights into modernizing technology systems while stores remain operational, implementing transformation step by step, and evaluating initiatives based on real-world results.
Mr. Nguyen Van Khoa emphasized that these are areas in which FPT hopes to expand cooperation with retail businesses, taking into account the specific needs and operating conditions of each organization.
Mr. Nguyen Van Khoa, CEO of FPT Corporation, and Mr. Do Van Khac, CEO of FPT Japan, FPT Corporation, at the event.While technology and AI can support business expansion and improve operational efficiency, what customers ultimately remember is the care they receive.
According to Mr. Khoa, effective technology should give frontline employees more time and better tools to serve customers.
The 22nd Asia-Pacific Retailers Convention & Exhibition (APRCE) was held in Tokyo, Japan, under the theme “The Future of Retail: Innovation Meets Tradition.” The event highlighted the application of AI and technology while preserving the human values at the heart of customer service.