Charting the Customer Journey in the Digital Age

Categories : Customer and Users of Digital Payments, Customer needs and HCD


Author: Centre for Financial Inclusion

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.