Customer-Centricity for Financial Inclusion: Why It Matters

Consultative Group to Assist the Poor (CGAP), Microlinks, USAID
Aug 7, 2014 (09:00am to 10:30am)

Customer-centricity is about providing solutions based on a deep understanding of customer needs, preferences, and behaviors. This approach takes the idea of financial inclusion one step further and requires more than just good intentions to be effective. It can often involve a complete overhaul in a service providers operations and behaviors. But the journey to customer-focused products and services is vital as it can add value to the lives of the world’s most vulnerable by helping them meet daily needs, achieve personal and business goals, and build resistance against market shocks.

Change that Matters: Learning from our Partnerships

The MasterCard Foundation

The MasterCard Foundation has been dedicated to learning as an organization since our first partnership in 2008.  It is in this spirit that we are proud to share Change that Matters: Learning from our Partnerships. Informed by evaluations, research and the expertise of our partners and staff, this report provides a narrative introduction to our work by summarizing key learning from our first six years as a philanthropic organization.

Some insights highlighted in the report include:

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PUBLICATION: The Business Case for Youth Savings


With almost half the world's population today under the age of 25, youth finance represents a largely untapped business opportunity. Despite this potential, there are surprisingly few examples of providing youth savings in a profitable manner. Few financial service providers, especially in developing countries with large young populations, target youth specifically as a segment. A new CGAP paper examines the business considerations for financial service providers offering savings products to young people.

The Business Case for Youth Savings: A Framework


This paper begins by offering a framework for understanding how different influences or “levers” affect costs and revenues and uses examples to explain how the framework can be applied as a decision-making tool. It then uses three brief case studies (Bank of Kathmandu [BoK] in Nepal, XacBank in Mongolia, and Sparkassen in Germany) to illustrate the many influences that determine a business case. Finally, it offers suggestions for practitioners and policy makers.

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Millions Learning Global Call for Case Studies

Brookings Institute

In 41 countries around the world, one in three students who leave school after grade five or six still cannot read all or part of a sentence. Whether they live in Detroit or New Delhi, too often our children are failing to learn the very basics—even after spending years in school. And this is on top of the 58 million children who remain out of school. To address this crisis, we must reach millions of children with interventions that not only get them into school but ensure that, while there, they acquire knowledge and skills needed to lead healthy, safe and productive lives.  

Testing "What Works in Youth Employment”: Evaluating Kenya’s Ninaweza Program (Pt.1)

World Bank Group, IYF

This report presents the findings of an impact evaluation conducted for the Ninaweza program in Kenya. The report discusses the effectiveness of this comprehensive employability skills program model, which focused on information and communication technologies and life skills training for young women living in Nairobi's informal settlements.

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Toward Universal Learning: Recommendations from the Learning Metrics Task Force

UNESCO Institute for Statistics, Center for Universal Education at Brookings

Motivated by the challenges of low learning levels and a global data gap on learning, 30 organizations have joined efforts through the Learning Metrics Task Force with the ultimate goal of improving learning experiences for children and youth around the world.

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What Cash Transfer Programming can do to Protect Children - Discussion Paper

CaLP, Women's Refugee Commission, Child Protection in Crisis, Save the Children

Examines the links between cash transfers and the positive and negative outcomes for children, in particular the role cash transfers have played in protecting children from harm, exploitation, abuse and violence. Produced in collaboration between Save the Children, the Women's Refugee Commission, the Child Protection in Crisis Network, and the Cash Learning Project (CaLP).

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Child Safeguarding in Cash Transfer Programming Tool

Save the Children, Women's Refugee Commission, Child Protection in Crisis Network, Cash Learning Project (CaLP)

Provides personnel using Cash Transfer Programming (CTP) with advice on the child protection issues to consider during preparation, planning, implementation and monitoring of their programmes. Produced in collaboration between Save the Children, the Women's Refugee Commission, the Child Protection in Crisis Network, and the Cash Learning Project (CaLP).

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