Customer Centricity for Financial Inclusion: Creating and Delivering Value
Every day many opportunities to leverage financial services for economic growth and poverty reduction are missed. Nearly a third of all adults in the world still don’t have a bank or mobile money account and there is a persistent gap in access between men and women. Many of the accounts that have been opened are inactive. Insurance policies lapse, borrowers become overindebted, financial service providers experience undesirable levels of client turnover, and regulators struggle to protect consumers in today’s digital financial ecosystem.
This new course invites financial and non-financial actors to adopt a customer-centric approach to addressing various challenges of financial inclusion. The course will examine the business case for customer centricity as well as the process through which organizations can become more customer-centric, generating value for themselves as well as the customers they aim to serve.
During the course, participants will work together to design solutions to their financial inclusion challenges using resources from the Customer-Centric Guide designed and published by CGAP as a result of several years of research and experiments.
- Tuition cost: EUR 1,650
- Subsistence cost: EUR 635