Research & Analysis

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.

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.

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.

Financial Diaries with Smallholder Families

CGAP's Smallholder Diaries explores the financial lives of farming families in Mozambique, Tanzania and Pakistan.

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.

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.

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 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.

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.

Financial Inclusion Insights: 2015 Mobile Money Data

While Kenya and Tanzania have been previously lauded as mobile money success stories, the survey demonstrates that the technology can be effective in other African markets such as Rwanda and Ghana.