Starting the Transaction: Payment Initiation and Customer ExperienceThis technical note is framed to help policymakers and payment system operators understand recent trends in payment initiation and customer experience in making interoperable payments work better for low-income populations.
Instant Payments and Merchants — Pricing Policy ConsiderationsThis technical note helps explain why changes in instant payment pricing are occurring, assesses their impact on market development, and offers suggestions for the path forward.
Global Landscape: Data Trails of Digitally Included Poor (DIP) PeopleMany low-income people generate rich data trails that are not being fully leveraged in the design and delivery of financial services. CGAP's reading deck puts a spotlight on the specific data trails generated by digitally included yet poor people, the sources of these data trails, and variations of data trails across different segmentations.
Young Women and Financial Services: Maximizing ImpactResearch has shown that marginalized young women can benefit from financial services in both economic and non-economic ways. But with over half a billion women aged 15-24 in the world, the life stages, needs, and contexts of this population are tremendously diverse. Among which segments of young women could investments in improved financial services make the most impact? This infographic highlights findings from a recent CGAP segmentation exercise.
Customer Outcomes-Based Approach to Consumer Protection: A Guide to Measuring OutcomesBased on a pilot involving the Financial Sector Conduct Authority and five financial services providers (FSPs) in South Africa, this deck shares lessons on how financial supervisors and FSPs can measure customer outcomes, which reflect the experiences and results of a customer's access to and use of financial services.
TymeBank Case Study: The Customer Impact of Inclusive Digital BankingAs a fully digital retail bank in South Africa, TymeBank has created a suite of basic products that cater to the essential financial needs of low-income rural customers.
Agent Network Journeys Toward the Last Mile: A Cross-Country PerspectiveCGAP's analysis reveals three distinct journeys country stakeholders have taken to extend the reach and quality of rural agent networks.
Debt Relief in the Pandemic: Lessons from India, Peru, and UgandaThe widespread use of debt moratoria in response to the COVID-19 health and economic emergencies has succeeded in stabilizing financial systems and given borrowers all over the world immediate, if temporary, relief. This Briefing examines how the debt moratoria unfolded in India, Peru and Uganda.
Inclusive Digital Banking: Emerging Markets Case StudiesWhat makes digital banking inclusive? CGAP looks at how three digital banks are innovating and driving financial inclusion: Tyme Bank in South Africa, Kotak 811 in India, and UnionBank of the Philippines.