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.
Uganda's largest telco just opened APIs that enable local developers to build apps that leverage its popular mobile money platform. Here are some lessons learned from MTN Uganda's open APIs journey so far.
New research from Kenya and Tanzania reveals that digital credit is often used for consumption purposes and that delinquency and default rates are high, suggesting funders of digital credit markets should prioritize consumer protection.
Easy access to agents makes people more likely to use digital financial services, but business as usual has left remote communities underserved. Here are some ways governments and providers are expanding agent networks in hard-to-serve areas.
Mobile money is driving overall progress in financial inclusion in Côte d’Ivoire, but it’s also highlighting a digital divide that could leave excluded segments behind if not dealt with through smart policy.