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Publication
Learning from Customer Centricity in Other Industries
This Primer is based on research undertaken to determine whether customer centricity could be an approach for FSPs to tackle the urgent customer and company value creation challenges they face.Publication
Understanding Consumer Risks in Digital Social Payments
Digital social payments (DSPs) are a fast-growing, yet often overlooked, digital financial services (DFS) segment. Acknowledging and addressing the most common and consequential consumer risks should be a priority for any program or provider seeking to unlock the potentials of DSPs for the poor.Publication
Smallholder Households: Understanding Demand, Driving Innovation
While there has been renewed appreciation for how reaching smallholder households could drive financial inclusion, little is known about this unique, yet massive client group.Publication
Financial Diaries with Smallholder Families
CGAP's Smallholder Diaries explores the financial lives of farming families in Mozambique, Tanzania and Pakistan.Publication
CGAP Smallholder Household Surveys: Uganda User Guide
Over three-quarters of the population in Uganda are involved in the agriculture sector. Yet despite their active financial and agricultural lives, smallholders in Uganda have few tools to manage their irregular and volatile household cash flows.Publication
CGAP Smallholder Household Surveys: Mozambique User Guide
Despite their active financial and agricultural lives, smallholders in Mozambique have few tools to manage their irregular and volatile household cash flows, and thus it is difficult for them to plan and expand their livelihood activities.Publication
Recourse in Digital Financial Services
Recourse systems can help consumers overcome the challenges related to product adoption and continued use by helping resolve initial problems or challenges quickly, which can build trust in providers and their products, and increase uptake and customer retention.Data
Data on Financial Diaries with Smallholder Families
Explore the interactive data visualization, which walks you through several data stories. Translated into four languages and equipped with images, personal stories, and audio voiceovers, this interactive piece is a complete multimedia experience.Publication
Competition in Mobile Financial Services: Lessons from Kenya & Tanzania
This working paper aims to provide insights on the role that effective competition and competition policy play in developing MFS, and in turn promoting financial inclusion using Kenya and Tanzania as case countries.Data