2017 ICT4D Conference

The talk will focus on how digital financial services need to and can become customer-centric especially for low-income customer segments.



It will draw from Dalberg's extensive work around these themes with clients and will focus on a) User-centered product and service design for digital financial services b) Embedding a customer-centric culture in financial services organizations and d) Thinking about consumer protection for DFS especially for low-income customers.



The presentation will conclude with tangible ways in which the financial inclusion ecosystem can promote greater customer centricity and protection.