Category Archives: Africa

In previous blogs, we discussed the seven key drivers of digital exclusion in emerging markets. This one examines the implications of the observation that in most rural villages, the infrastructure to support fintech, agtech, healthtech or any other form of “tech” remains inadequate. This is because these ‘techs’ depend on users being able to access… Continue reading→

The chatter and sounds of students playing in the school ground echoes in the distance. Peter, the school owner, looks at the children through his office window with pride. It seems like just the other day when he resigned from employment as a teacher to establish his own school. To finance the start-up, he used… Continue reading→

Customer development is a fundamental requirement for any business. In digital financial services (DFS), we can view customer development as a journey that comprises customer discovery, customer captivation, and appropriating value. Customer discovery involves finding out about potential customers, and understanding whether existing solutions are able to meet their needs. Customer captivation entails continuously sustaining… Continue reading→

Since the enactment of the Microfinance Act 2006 in May 2008, there have been marked changes observed in the microfinance industry in Kenya. Over this period, the Central Bank of Kenya (CBK) has progressively licensed 13  microfinance institutions to operate as microfinance banks (MFBs). Consequently, the industry has continued to experience positive growth. Since 2012,… Continue reading→

The introduction of mobile banking in Uganda set expectations of overall improvement in customer experience. Mobile banking would ensure that customers spent less time in the bank since the queues would be significantly reduced. Customers would also enjoy convenience in transacting from wherever they wished. Unfortunately, both adoption and use of this channel have been… Continue reading→

Basis great inputs and discussions from Amrik Heyer, FSD Kenya, Stephen Mwaura former Head of Payments, Central Bank of Kenya, Uma Shankar Paliwal, Former Executive Director, RBI, Dennis Njau, Head of Channels, Kenya Commercial Bank, Gang Chai, Payment Policy Manager, Central Bank of Nigeria and Johnah Nzioki from Eclectics. In a recent workshop organised by… Continue reading→

With special thanks and acknowledgement to Abhinav Sinha (EKO India), Tamara Cook (FSD Kenya), Kwame Oppong (CGAP), Paul Mbugua (Eclectics), Paul Musoke (FSD Africa), and Abigail Komu (Independent Consultant). Some people may argue that agent networks will soon go extinct. Even if that is the case, it will not happen until long into the future.… Continue reading→

Based on insightful inputs from Maurice Oyare (PesaPoint), Joseck Mudiri (IFC), Edwin Otieno (Software Group), George Muga (Airtel-Africa), Edwin Odira (Telkom), Paul Langlois-Meurinne (Optimetrics), Nic Wasunna (GSMA) and Wilfred Ndirangu (Eclectics). The Helix Institute’s Agent Network Accelerator (ANA) surveys show that agents across the globe cite four key challenges to effective liquidity management. Almost all… Continue reading→

Over the last four years, as part of the Agent Network Accelerator (ANA) project, we have interviewed more than 34,000 agents from over 40 leading providers of digital financial services (DFS) across 11 countries in Asia and Africa. So what did we learn? Agent Dedication and Exclusivity is Declining We see a general trend towards… Continue reading→

It is 3 am in Nairobi. The city, known for its vibrant nightlife, is wide awake. Entertainment spots in the bustling capital of Kenya overflow as the night goes on. The streets are a sea of activity, filled with pleasure-seekers. Interestingly, it is between 3 am and 5 am that a third of all the… Continue reading→