Manoj Pandey is Senior Analyst at MicroSave. In this video, he talks about application of MI4ID approach in projects like Designing a micro-pensions product in Cambodia to designing access to agriculture insurance solutions in Markets like Ethiopia
A question of trust – Mitigating customer risk in digital financial services
This paper synthesizes four studies examining customer experience in Bangladesh, Colombia, Philippines, and Uganda. It highlights that system downtime, agent illiquidity, agents charging unauthorized fees, the fear of sending money to the wrong number and unresponsive customer care centers all eat into the credibility of digital finance offerings.