Customer-Centricity for Financial Inclusion: Why It Matters

Consultative Group to Assist the Poor (CGAP), Microlinks, USAID

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.

Please mark your calendars for this seminar to join Tanaya Kilara and Monique Cohen as they discuss CGAP's key pillars of customer centricity for financial service providers and learning from global projects.

Presenter Bios:

Tanaya Kilara
Consultative Group to Assist the Poor (CGAP)

Headshot: Tanaya KilaraTanaya Kilara is a member of the Customer Centricity team at the Consultative Group to Assist the Poor (CGAP), leading work on translating consumer insights into better delivery and youth financial services. She has been with CGAP since 2010 and has worked on analyzing the business case for youth savings, developing a customer profiling tool called Kaleido, and foundational research and demonstration projects on customer centricity. Kilara brings rich operational experience from a previous position where she was part of the start-up team for an urban microfinance institution in India. In her four years there, she was instrumental in building the business plan, bringing in equity investors, designing financial products, and managing sales and operations. She has an MBA from the University of Pennsylvania’s Wharton School and a BA with Honors in Economics from St. Stephen’s College, Delhi. Kilara speaks three Indian languages in addition to English, and is currently learning Spanish.

Monique Cohen
Independent Advisor

Headshot: Monique CohenMonique Cohen, independent advisor and founder and president of Microfinance Opportunities, has more than 25 years of field experience and is widely regarded as one of the world’s leading experts on client and microfinance services. Cohen founded Microfinance Opportunities in 2002 to dive deep into the study of how low-income individuals manage money and risk, and to provide them with the training and confidence they need to make wise financial decisions. Prior to founding Microfinance Opportunities, she spent eight years as a senior technical advisor at USAID, working on issues of microenterprise development. Cohen has a PhD in Economic Geography from Clark University.