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Charting the Customer Journey in the Digital Age

This report by CFI looks at how mainstream financial institutions are creating effective digital customer journeys for underserved clients. It explores the three primary phases involved in digital transformation and provide examples of how innovative financial institutions are addressing its challenges with creative solutions for emerging customers. The report includes helpful case cases studies from the globe illustrating how to get the customer journey right and the impact it has both on the institution and financial inclusion. Read the summary or download the full report here.

Centre for Financial Inclusion
The Center for Financial Inclusion at Accion (CFI) engages and challenges the industry to better serve, protect and empower clients. We develop insights, advocate on behalf of clients and collaborate with stakeholders to achieve a comprehensive vision for financial inclusion. We are dedicated to enabling 3 billion people who are left out of – or poorly served by – the financial sector to improve their lives.

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