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24 May 2018
CGAP shows how an enabling regulatory framework that is based on four enablers has contributed to advancing digital financial services in 10 countries.
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English (36 pages)
15 August 2017
There is not enough being done to implement minimum standards in consumer protection for digital credit, and this exposes the industry and consumers to risks such as credit bubbles and mass-blacklisting of consumers in credit bureaus for just a few dollars of debt.
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English (24 pages) | French (26 pages) | Spanish (26 pages)
15 August 2017
Customers are turning to formal channels that use digital and mobile technologies for remittances because these are often able to offer services at lower costs. As more customers turn to formal services, remittances will have an even stronger developmental impact, notably in countries where protracted humanitarian crises affect large numbers of people.
Countries: 
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English (91 pages) | Arabic (12 pages)
10 August 2017
Financial services providers for low-income customers typically believe that their business case is based on expanding the number of accounts or the number of transactions made by these customers. This is only part of the equation to business success.
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English (57 pages)
10 August 2017
Advances in digital technologies and the increased availability of data can be used to support low-income customers to do more than make payments. These advances can help them to make financial decisions and develop strategies to manage their finances.
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English (20 pages)
19 April 2017
Insights gained from Mystery Shopping exercises can be critical for regulators and supervisors charged with overseeing DFS markets.
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English (24 pages)
17 April 2017
Mobile financial services (MFS) have rapidly become a conduit for fraud and other criminal activity. Various fraud types have been noted in key MFS markets, including consumer-facing fraud from agents and third parties and fraud perpetrated against agents.
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English (4 pages) | Spanish (4 pages) | French (4 pages)
02 March 2016
Digital social payments (DSPs) are a fast-growing, yet often overlooked, digital financial services (DFS) segment. Acknowledging and addressing the most common and consequential consumer risks should be a priority for any program or provider seeking to unlock the potentials of DSPs for the poor.
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English (4 pages) | French (6 pages) | Spanish (6 pages)
02 February 2016
Recourse systems can help consumers overcome the challenges related to product adoption and continued use by helping resolve initial problems or challenges quickly, which can build trust in providers and their products, and increase uptake and customer retention.
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English (4 pages) | French (5 pages) | Spanish (4 pages)
27 October 2015
This Technical Guide is designed to enable policy makers with jurisdiction over market conduct issues, consumer protection organizations, and development agencies to conduct mystery shopping exercises.
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English (108 pages) | Japanese (102 pages)

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