Antonique Koning

Senior Financial Sector Specialist

Antonique Koning leads CGAP’s work on Women’s Economic Empowerment through financial inclusion. She has more than 25 years of experience working on inclusive finance and has expertise in gender norms affecting women’s financial inclusion and empowerment, young women’s financial inclusion, responsible finance and customer centricity. Antonique is co-author of Addressing Gender Norms to Increase Financial Inclusion: Designing for Impact and chairs the Technical Advisory Committee of FinEquity, the community of practice convened by CGAP on women’s economic empowerment through financial inclusion. Antonique also led CGAP’s work on customer outcomes-based approaches to consumer protection, and is a contributor to CGAP’s Customer Centric Guide

Before joining CGAP in 2004, Antonique gained hands-on experience developing and implementing microcredit programs in El Salvador and working with savings banks globally. She has a Master’s degree in International Trade Management and Policy from the University of Birmingham, and a Master’s degree in Applied Economics from the Katholieke Universiteit Leuven. Antonique is based in Belgium, and speaks Spanish, French, and Dutch.

By Antonique Koning

Research

Customer Empowerment through Gamification

Absa, a large retail bank in South Africa, introduced gamification as part of a broader strategy to increase customer understanding and awareness of digital products and channels on offer.
Blog

Let's Gamify to Empower the Customer!

By improving user experience, engagement, and loyalty, "gamified" financial services apps may have a role in increasing usage by low-income customers
Research

How the Poor Manage Their Money

This brochure highlights four money management practices of low-income people - and why it matters to financial service providers.
Research

Enabling Customer Empowerment: Choice, Use, and Voice

This exploratory Brief reflects our hypothesis that customer empowerment—here defined as a process that builds customer trust and confidence through an interactive relationship between providers and their customers—can lead to a win-win for both providers and customers.
Blog

Empower the Customer to Choose and Use Financial Services

A new CGAP Brief reflects on the concept of customer empowerment and its role in increasing uptake and use of digital financial services.