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Doing Digital Finance Right: The Case for Stronger Mitigation of Customer Risks

This Focus Note explores consumer risk in digital finance—particularly through the lens of lower-income and less-experienced consumers—by asking three related questions:

  1. What risks do consumers and customers perceive and experience when using DFS?
  2. What are the consequences of those risks for consumers, providers, and financial inclusion?
  3. How can those risks be addressed?
CGAP is a global partnership of more than 30 leading development organizations that works to advance the lives of poor people through financial inclusion. Using action-oriented research, we test, learn and share knowledge intended to help build inclusive and responsible financial systems that move people out of poverty, protect their economic gains and advance broader development goals. We research and experiment to achieve proof of concept and extract lessons that can be built to scale by our partners, who apply our insights in the marketplace.