Tanaya Kilara

Tanaya Kilara is the Director of Customer Experience at Bridge International Academies.

Formerly, Tanaya Kilara was a member of the Customers at the Center team at CGAP from 2010 to 2015, leading work on youth financial services and translating consumer insights into better delivery. She has an MBA from the Wharton School and a Bachelors Degree with Honors in Economics from St. Stephen’s College, Delhi. Ms. Kilara speaks three Indian languages in addition to English.

By Tanaya Kilara


Learning from Customer Centricity in Other Industries

This Primer is based on research undertaken to determine whether customer centricity could be an approach for FSPs to tackle the urgent customer and company value creation challenges they face.

Rethinking What it Takes to Lead Customer-Centric Organizations

More financial service providers are changing the way they do business and adopting a customer-centric model. What does that take? Hear from heads of companies who know - who took part in the CGAP Leadership Series on Customer Centricity.

Fine Tuning Kaleido: A Key Step for Customer-Centricity

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.

Analyzing the Business Case for Youth Savings

Serving young clients can be difficult for banks driven by short-term profit goals. But capturing the youth market can help give financial service providers a competitive edge in the long-run.

The Business Case for Youth Savings: A Framework

This paper offers a framework for understanding how different influences or “levers” affect costs and revenues for youth savings and uses examples to explain how the framework can be applied as a decision-making tool.