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Customer Centricity and Financial Inclusion
Customer centricity provides significant opportunity for financial inclusion service providers to tackle and overcome the very real challenges that threaten their organizational sustainability and growth.This Brief touches on lessons learned about customer centricity in other industries.Publication
Digital Finance and Innovations in Financing for Education
Innovations in digital finance can play a role in the Sustainable Development Goals' aim to “ensure inclusive and equitable quality education and promote lifelong learning opportunities for all.”Publication
Deposit Insurance and Digital Financial Inclusion
This Brief summarizes issues relevant to deposit insurance arising from emerging digital stored-value products and offers three distinct approaches for countries to consider.Reading Deck
Smartphones and Mobile Money: Principles for UI/UX Design (1.0)
Smartphone interfaces could be a key to unlock value for low-literate consumers overcoming communication barriers imposed by early-stage feature phone-based model.Publication
Market System Assessment of Digital Financial Services in WAEMU
This study aims to map the market system for DFS in WAEMU, including key actors in supply and demand, rules (e.g., regulations for e-money, telecommunications, competition), and supporting functions (e.g., agent networks, information providers); identify systemic constraints or root causes that explain why the DFS market is currently not serving the needs of low-income populations; and identify opportunities for triggering systems-level change.Publication
Customer Segmentation Toolkit
Financial service providers have traditionally categorized low-income customers into a single market segment. The CGAP Customer Segmentation Toolkit is designed to help FSPs identify subsets of customers that have common needs, interests, and priorities – then design and implement targeted strategies.Publication
Business Challenges Booklet
Customer centricity allows organizations to better serve customers and solve the most common business challenges of acquisition, retention, and expansion. The CGAP Business Challenges Booklet offers guidance on how to overcome these three issues and shows how organizations have moved beyond them.Publication
Customer Experience Toolkit
Financial service providers have a great opportunity to create value by designing and delivering customer experience based on a granular understanding of needs. The CGAP Customer Experience Toolkit equips organizations to create empowering customer experiences.Reading Deck