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.
Tools from the CGAP Customer-Centric Guide, case studies from leading financial service providers in various parts of the world.
Highly interactive, case study based, with an afternoon practicum to design a mobile phone application that addresses a financial inclusion challenge
Stay and study on the banks of the Po River
Customer-focused organizations gain competitive advantage over the long term by remaining agile and giving customers what they need. In return, customers remain loyal, actively use products and services, and provide referrals. A customer-centric approach provides value for customers and value for organizations. In an ecosystem of employees, suppliers, consumers, competitors, and community members, all stakeholders gain sustained value, not just shareholders. This course invites financial and non-financial actors to adopt a customer-centric approach to addressing various challenges in financial inclusion.
You will learn how to:
Check this page closer to the course dates to download the course timetable.
The course will take place on the ITCILO campus.
Course hours on Monday to Thursday (March 9 to March 12): start-time 9.00, end-time 17.15.
Course hours on Friday March 13: start-time 9.00, end-time 13.00.