Gerhard Coetzee

Lead, Customer Value

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. He is fluent in Afrikaans.

By Gerhard Coetzee

Research

The Business Case for Customer Centricity

Generating greater value for customers is good for business. Research from a developed market context has found that customer retention leads to a decrease in operating costs, while a decrease in customer satisfaction leads to a decrease in return on investment.
Research

Customer Centricity and Financial Inclusion

Customer centricity provides significant opportunity for financial inclusion service providers to tackle and overcome the very real challenges that threaten their organizational sustainability and growth.This Brief touches on lessons learned about customer centricity in other industries.
Blog

How Absa Bank Empowered its Customers through Games

A case study from Absa Bank in South Africa demonstrates how games can help empower their customers and encourage them to use mobile financial services.