Juntos Finanzas: A Case Study

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


Author: CGAP

The engagement gap between customers and providers is among the key challenges to increasing uptake and use of financial services and ultimately achieving financial inclusion. Juntos has developed a tool that aims to address this gap by taking advantage of behavioral research and design, technology, customer data analytics, and “real-time customer interaction.” The automated and low-touch way of increasing engagement enabled by the tool makes it an appealing solution for financial service providers (FSPs) that are struggling to increase customer activity. This working paper from CGAP explores Juntos and its impact.