Agents are deemed the lynchpin of any successful digital finance (mobile money or agent banking) roll-out. A plethora of literature has been written about the role they play in building successful and sustainable digital finance businesses. Less attention has been paid to the critical work of Master Agents who constitute an important, if not crucial, element in the agent-based […]
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.