Change Management: Business Opportunity in Customer Centricity
Retention, acquisition, and expansion of product use by customers are core challenges faced by financial services providers serving low-income people. The CGAP Customer-Centric Guide explores these challenges and offers guidance on how organizations can use the change management process – a deep-seated organizational change and proactive development of new systems, process and mindsets – to achieve customer centricity.
Building on the Change Management Toolkit, this webinar will walk you through a series of steps that management teams can take to prepare, equip and support employees as the organization shifts to a more customer-centric model. You will learn how to systematically plan new processes, systems, and human and financial resources to ensure a smooth transition.
Gerhard Coetzee leads the customer value team at CGAP, including customer segments and insights, protection and value, and is also responsible for Gateway Academy, a digital learning platform. He is an Extraordinary Professor at the University of Stellenbosch Business School.
Before CGAP, Mr. Coetzee was Head of Inclusive Banking at Absa Bank (South Africa) responsible for its branchless banking proposition, founder and Director of the Centre for Inclusive Banking in Africa, Professor in Agricultural Economics at the University of Pretoria, technical lead and CEO of a consulting firm (owned by DAI) and had several senior roles at the Development Bank of Southern Africa. His specialization areas are development finance, financial inclusion, agricultural finance, and rural development. He is published widely and has worked in several countries, the majority in Africa.
Mr. Coetzee holds a Ph.D. in Agricultural Economics from the University of Pretoria, South Africa.
Esther Lee Rosen (Moderator)
Communications Officer, CGAP
Esther Lee Rosen works with various CGAP initiatives to develop communications strategies that encompass a range of outreach channels including the media.
Prior to CGAP, Esther was the communications lead for the Let’s Work global partnership at the World Bank Group. Her other experiences include managing the World Economic Forum’s Values portfolio within the Center for Strategic Insight. In this role, she led a working group of thought leaders in business, politics, art and religion focused on corporate social responsibility and global issues. As Deputy Director, Esther managed congressional, corporate and multilateral relationships at the Bretton Woods Committee. Esther has also worked for the World Bank's Social Development Department on donor and partner relations, U.S. Agency for International Development focused on public-private partnerships, International Labour Organization’s Social Protection Unit and international law firm of Skadden, Arps, Slate, Meagher & Flom’s Banking Unit on mergers and acquisitions cases.
Esther attended the Université de Paris IV: Sorbonne, Hebrew University of Jerusalem and University of Michigan and received graduate degrees from the Fletcher School of Law and Diplomacy and the Institut de hautes etudes internationales et du développement, Genève (HEI).