Antonique Koning

Senior Financial Sector Specialist

Based in Belgium, Antonique Koning has more than 20 years of experience working on a range of topics related to microfinance and financial inclusion. She is currently leading CGAP’s work on customer protection and value. Ms. Koning has expertise in customer centricity and empowerment, employee and agent empowerment, and responsible finance. She is also involved in CGAP’s member engagement.

Ms. Koning is a contributor to CGAP’s Customer Centric Guide. She has strong experience in program management and coordination, having led CGAP’s Africa team and managed a Euro 15 million capacity-building program for microfinance actors in Africa, the Caribbean, and the Pacific Islands. Before joining CGAP in 2004, she gained hands-on experience developing and implementing microcredit programs in El Salvador and working with savings banks globally.

Ms. Koning has a Master’s degree in International Trade Management and Policy from the University of Birmingham and a Master’s degree in Applied Economics from the Katholieke Universiteit Leuven. She speaks Spanish, French, and Dutch.

By Antonique Koning


Teller to Techie: Empowering All Employees to Act on Customer Insights

Sometimes the employees who don’t interact with customers have the greatest impact on the customer experience. Making it easier for all employees to act on customer insights can help companies grow while advancing financial inclusion.

Using a Gamified Solution to Incentivize Mobile Money Agents

Empowering mobile money agents to provide exceptional customer service can be challenging. In Indonesia, BTPN has an innovative solution that uses gamification.

Listening to the Voice of the Customer: Social Media and Beyond

Financial services providers can engage customers in new and exciting ways on social media, but call centers and other types of direct interaction still matter.

No Inclusion Without Customer Empowerment

Customer research and work with financial services providers across Africa and Asia show that customers are looking for four things when they engage with finance: choice, respect, voice and control.

Customer Empowerment in Finance

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.