Customer-Centricity for Financial Inclusion: Why It Matters (Event Resources)

Presenters Tanaya Kilara and Monique Cohen discussed CGAP's key pillars of customer-centricity for financial service providers and learning from global projects. Customer-centricity is about providing solutions based on a deep understanding of customer needs, preferences, and behaviors. This approach takes the idea of financial inclusion one step further and requires more than just good intentions to be effective. It can often involve a complete overhaul in a service providers operations and behaviors. But the journey to customer-focused products and services is vital as it can add value to the lives of the world’s most vulnerable by helping them meet daily needs, achieve personal and business goals, and build resistance against market shocks.

In the greenroom interview featured below, Tanaya Kilara (Consultative Group to Assist the Poor) and Monique Cohen (Independent Advisor) share their key takeaways from the discussion.