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Blog Series

Building Empowered Customers

CGAP is currently working with partners to research and further develop the concept of customer empowerment. Our hypothesis is that a more dynamic customer-provider relationship that is based on trust and builds customer confidence will contribute to reducing the problem of inactivity and benefit both the customer and the provider. The ultimate goal is to enable customer empowerment so that customers are able to make informed choices and use formal and digital financial services that meet their needs and goals.

shea butter
Blog
03 September 2015

3 Insights on Customer Empowerment from Côte d’Ivoire

In Côte d’Ivoire, societal values and personal relationships have a high degree of influence over how people choose financial service providers.
weaving
Blog
25 August 2015

Customer Perspectives on Customer Empowerment

In a context where many low-income customers are unable to access financial services, CGAP is interested in learning more about what drives customers to become more empowered.
Girl in kitchen, Bangladesh
Blog
14 August 2015

A Multi-Digit Divide? Building Basic Financial Numeracy

The behavior and practices of "oral communities" - where most people are illiterate - may help to explain both the scale of account dormancy in mobile money and the prevalence of over-the-counter (OTC) mobile money services.
manage money home
Blog
21 July 2015

New Tools to Accommodate Old Financial Habits: Key for DFS Usage

Digital services that are able to replicate what poor people already do informally, in everyday life, may be critical to starting new customers on a path to using money in new ways.
Woman weaving
Blog
28 April 2015

Empower the Customer to Choose and Use Financial Services

A new CGAP Brief reflects on the concept of customer empowerment and its role in increasing uptake and use of digital financial services.
Women smiling, India
Blog
06 March 2015

Lessons on Customer Empowerment from Women in Rural India

CGAP is seeking to answer questions and test ideas that explore the concept of empowerment and the role it can play in building customer trust and confidence.
Two women use biometric identification.
Blog
18 November 2014

Three Ways Financial Service Providers Can Empower Customers

Ensuring that digital financial services are used successfully by poor communities requires a new customer-centric approach. Financial service providers can empower customers to engage with new technology and financial services in several ways.
Maasai Land, Kenya
Blog
13 November 2014

From Access to Active Use: The Need for Customer Empowerment

Enabling customers to empower themselves calls for a more interactive and dynamic relationship between provider and customer.

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