Customer centricity for financial inclusion: creating and delivering value (NEW)

Cover image of Customer centricity for financial inclusion: creating and delivering value (NEW)

Customer centricity for financial inclusion: creating and delivering value (NEW)

18–22 May 2020
The course is available in English

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.

Key features

Tools from the CGAP Customer-Centric Guide, case studies from leading financial service providers in various parts of the world.

Course methodology

Highly interactive, case study based, with an afternoon practicum to design a mobile phone application that addresses a financial inclusion challenge

Campus life

Stay and study on the banks of the Po River

Introduction to the course

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.

Who attends this course?
  • Middle and high-level managers working with financial-service providers (FSPs)
  • Providers of technical assistance to FSPs
  • Funders and donors supporting financial inclusion
  • Financial-sector regulators and supervisory staff
  • Non-financial-sector actors who want to collaborate with financial-service providers to strengthen the financial health of the communities they serve
What will I be able to do?

You will learn how to:

  • Link your business and customer challenges in the context of financial inclusion
  • Identify opportunities for customer-centricity to address those challenges
  • Apply tools that make it easier to learn from customers and deliver more valuable customer experiences
  • Assess your own customer-centric capacity
  • Create a concept design for a digital solution to a financial inclusion challenge
  • Support others in implementing customer-centric change
Why should I join?
  • The course is based on the CGAP Customer-centric guide which reflects most recent experiences in various parts of the world
  • The course will be delivered by experienced international trainers and facilitators
  • The course covers cutting-edge topics presented and discussed in a series of sessions facilitating experience exchange and utilizing expert knowledge
  • Participants receive certificate of attendance
What will I learn?
  • Day 1 Understanding customer-centricity: What is customer-centricity? How can it help us solve the challenges we face in financial inclusion? How customer-centric is my institution?
  • Day 2 Learning from customers: How do I map a customer’s journey? How do I create a persona? How can I use segmentation to understand my customer portfolio? How can I analyze customer data for patterns and insights?
  • Day 3 Designing solutions: How do I translate customer insights into action? Why should I focus on customer experience? How do I plan a customer experience project? What can I learn from other organizations about what works and what doesn’t?
  • Day 4 Organizing for delivery: What will it take for my organization to become more customer-centric? How do I empower agents and employees for change? How do I build systems that can facilitate change and innovation? How do I build customer-centric partnerships?
  • Day 5 Delivering value: What kind of value matters? How can value be measured? What should my priorities be moving forward?

Check this page closer to the course dates to download the course timetable.

Where will I stay?

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.

Questions? We have the answers