This new course invites financial and non-financial actors to adopt a customer-centric approach to addressing various challenges of financial inclusion. The course will examine the business case for customer centricity as well as the process through which organizations can become more customer-centric, generating value for themselves as well as the customers they aim to serve.

Introduction to the course

Customer-focused organizations gain competitive advantage over the long term by remaining agile and giving customers what they need. In return, customers remain loyal, actively use products and services, and provide referrals. A customer-centric approach provides value for customers and value for organizations. In an ecosystem of employees, suppliers, consumers, competitors, and community members, all stakeholders gain sustained value, not just shareholders. This course invites financial and non-financial actors to adopt a customer-centric approach to addressing various challenges in financial inclusion.

Who attends this course?

  • Middle and high-level managers working with financial-service providers (FSPs)
  • Providers of technical assistance to FSPs
  • Funders and donors supporting financial inclusion
  • Financial-sector regulators and supervisory staff
  • Non-financial-sector actors who want to collaborate with financial-service providers to strengthen the financial health of the communities they serve

What will I be able to do?

You will learn how to:
  • Link your business and customer challenges in the context of financial inclusion
  • Identify opportunities for customer-centricity to address those challenges
  • Apply tools that make it easier to learn from customers and deliver more valuable customer experiences
  • Assess your own customer-centric capacity
  • Create a concept design for a digital solution to a financial inclusion challenge
  • Support others in implementing customer-centric change

What will I learn?

  • Day 1 Understanding customer-centricity: What is customer-centricity? How can it help us solve the challenges we face in financial inclusion? How customer-centric is my institution?
  • Day 2 Learning from customers: How do I map a customer’s journey? How do I create a persona? How can I use segmentation to understand my customer portfolio? How can I analyze customer data for patterns and insights?
  • Day 3 Designing solutions: How do I translate customer insights into action? Why should I focus on customer experience? How do I plan a customer experience project? What can I learn from other organizations about what works and what doesn’t?
  • Day 4 Organizing for delivery: What will it take for my organization to become more customer-centric? How do I empower agents and employees for change? How do I build systems that can facilitate change and innovation? How do I build customer-centric partnerships?
  • Day 5 Delivering value: What kind of value matters? How can value be measured? What should my priorities be moving forward?
More information and registration