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.