Financial Inclusion in Action

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Competition in the Kenyan Digital Finance Market: Digital Credit (Part 2 of 3)

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This is the second blog in a three part series, which compares digital financial service offerings in Kenya. The first blog focused on mobile money services and this second one delves into mobile banking services, focusing on digital credit.  These are certainly the most complicated but also the most exciting services given their potential to deepen financial inclusion… Continue reading

Competition in the Kenyan Digital Finance Market: Mobile Money (Part 1 of 3)

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There has been a great deal of international discourse on the topic of mobile money after Kenya’s successful implementation of M-PESA, and as we recently wrote, the success is increasingly shared by banks. This is a clear victory for Kenyan customers, who now have more options to choose from.  However it also means that the financial… Continue reading

Digital Finance and Illiteracy: Four Critical Risks

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For financial service providers trying to garner new clients in the developing world, illiteracy awareness is extremely important. Many countries around the developing world still have high rates of illiteracy, and most financial services are not designed well for illiterate users. This means that tens of millions of people around the world cannot be effectively… Continue reading

Embracing A Market-led Approach To Developing Product Concepts

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According to the World Bank’s Global Financial Inclusion Database, more than 2.5 billion adults do not have an account at a financial institution. Among the many factors that are responsible for this high level of financial exclusion, poor design of financial products is key. Why, then, is it so difficult to design financial services for… Continue reading

Opportunities for Equitel to Disrupt Digital Finance in Kenya

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Equity Bank’s introduction of the thin SIM under the Equitel brand is an important development for the Kenyan financial market as it brings customers more choice in terms of providers, and will hopefully push product innovation further in a market that has had trouble evolving beyond payments.  We believe that to really make digital finance… Continue reading

Responsible Digital Finance: Seven Customer Risks that Need Attention Now

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Digital financial services are growing globally, with a variety of offerings (more than 250) now serving 300 million people in developing markets according to the GSMA. However, inactivity rates are staggeringly high, with as many as two-thirds of registered digital financial services users inactive, and the cross-sale of products beyond simple person-to-person transfers in many markets… Continue reading

More Sophisticated Agent Networks Signal a Maturing Digital Finance Industry

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Agents are critical to the customer experience of digital money services because they represent the first and most tangible service touch points for most end users. Agent networks are also probably the most operationally burdensome and costly element of the digital financial service value chain, typically costing anywhere between 40 and 80 percent of revenues generated from… Continue reading

Kenya Moves Beyond M-PESA

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Since the launch of M-PESA in 2007 the story of digital finance in Kenya has been synonymous with that of the story of M-PESA. However, data just released from The Helix Institute of Digital Finance shows that this now seems to be changing, which is exciting to watch, and also important understand. In 2013, The… Continue reading

Two More Revolutions Underway in Kenya

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It is first quarter results and investors briefing season in Kenya, providing a chance to see how the market is evolving. And for the country’s leading financial services players, that evolution has been a profitable one. But behind the celebration of M-PESA’s remarkable payments revolution, and the continued growth of M-Shwari’s mobile banking services, there are two other important… Continue reading

Bending the Rules for Better Customer Service is probably a Good Thing

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Recently, a team of qualitative researchers interviewed sixty mobile money agents and users in Kenya and Uganda to understand the drivers of important behaviours like non-compliance.  The findings were intriguing since it was clear that the driver of agents breaking some rules and regulations was their ambition to provide excellent customer service and thus increase… Continue reading