The Journey to Customer-Centricity

Learning from a project with Janalakshmi, an Indian microfinance institution with more than a million customers, this multi-part blog series explores what it takes to embed customer-centricity within an organization and make it part of its DNA.

A woman works at Janalakshmi in India
24 November 2015
CGAP offers five insights on improving customer experience for the poor, in ways that are game-changing, yet profitable.
Topics: 
Countries: 
A shot of customers and employees from Janalakshmi
20 November 2015
2 comments
Is it important that financial service providers (FSPs) provide a good customer experience when serving poor, underbanked customers? Evidence says "yes," but this is often overlooked by FSPs.
Topics: 
Countries: 
22 June 2015
Janalakshmi Financial Services, Jana Foundation, CGAP and Innovation Labs partnered to develop a tool called Kaleido that provides the foundation for building a customer-centric organization. An initial survey of the tool offers several key findings.
Countries: 
28 April 2014
Janalakshmi, an urban microfinance institution in India, is putting its customers at the center of its business with a mapping tool called Kaleido.
Countries: 
25 March 2014
In the first of a multi-part blog series, we take a look at a unique customer profiling tool called Kaleido. Created by Janalakshmi Financial Services, the tool maps the financial context of a household, getting us closer to a customer-centricity.
Topics: 
Countries: 

Pages