Financial Inclusion in Action

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DFS Customer Development Opportunities in Nigeria

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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

Demystifying the Role of Master Agents

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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… Continue reading