CUSTOMER CENTRICITY: Enabling Financial Choices and Positive Outcomes for Low-Income Customers

February 19-22, 2018  |  Radisson Blu Temple Bay  |  Mamallapuram,  India

This year's event was jointly organized by SPTF, CGAP, Dvara and LeapFrog Investments. 

Meet our learning event sponsors: DiaVikas | Equitas Small Finance Bank | Dvara Solutions | NABARD | Swiss Agency for Development and Cooperation | Ford Foundation

Briefing Materials

• Flash Drive Table of Contents - Attendees received a flash drive loaded with these documents at event check in.
• Official List of Participants
• Meeting Agenda
• Customer-Centric Guide
• Universal Standards Implementation Guide
• Universal Standards for Social Performance Management

Notes and Presentations

Monday, February 19

• Plenary Session: Mainstreaming Social Performance for Banks: What can we learn from industry leaders?
  Presentation
  Notes
  

• Assessor Training on the SPI4 Social Audit Tool
  Presentation coming soon

• SPTF Outcomes Working Group Meeting
  Presentation
  Supplemental presentation - Arohan
  Client outcomes example - MicroFinanza Rating
  Notes
  
  
• SPTF Social Investor Working Group Meeting
  Presentation: Part 1; Part 2
  Notes
  

Tuesday, February 20

• Plenary Session: Year 2030: Have Financial Services Become Customer-Centric?
  Sesame Workshop Presentation
  Pioneer Life, Inc. Presentation
  Notes
  

• Morning and Afternoon Workshops:
  A Revolution in My Backyard: Making good customer experience a movement in your organization
  Presentation
  Worksheets
  Cards
  A Pyramid in the Pyramid: Segment strategy and how to make it work
  Presentation
  Worksheets
  Cards
  Leadership and Culture-The buck starts and stops here
  Presentation 
  Be Seen, Be Heard: Using customer data to learn from customers
  Presentation

• Demonstrations: Customer-Centric Innovations
  Cashless Catalyst
  Kaleidofin Pvt Ltd
  MicroSave
  RBL Bank
  RESULTS Educational Fund/Equitas
  Shram Sarathi

Wednesday, February 21

• Plenary Session: Digitizing Finance: Opportunities and Risks
  All Digital Credit Is Not Equal
  Notes
  
  
• Morning and Afternoon Workshops:
  Tools to Cope with Low Human Touch Model in a Digital Era. What is lost with a low-touch model and how to mitigate the impacts
  Presentation
  The Poor Stategists: Using smarphones to help the poor apply their strategies
  Presentation 
  Tools for Empowerment: Agent and employee empowerment in the digital world
  Presentation
  Handout
  CGAP Customer Analytic Toolkit: Customer centricity driven by customer analytics
  Presentation coming soon

• Demonstrations: Customer-Centric Innovations
  Aye Finance
  ESAF Small Finance Bank
  Fundación Paraguaya
  Musoni Kenya
  Swadhaar FinAccess
  Center for Financial Inclusion

Thursday, February 22

• Plenary Session: The Potential of Data and Customer Outcomes
  The Potential of Data and Customer Outcomes
  The Need for Boundaries: Respecting Consumer Privacy in Our Data Practice
  Notes
  
  
• Morning Workshops:
  Using Customer Outcomes to Drive Strategic Decisions: Case studies from the field
  EA Consultants
  AMK
  Fundación Génesis Empresarial
  Measuring Financial Health and Resilience: Emerging research and field application
  Presentation 
  Responsible Agent Management: Getting it done!
  Presentation coming soon
  
  
• India Special: Year 2030: Looking back from 2030-What have we learned from India's financial services sector?
  Presentation coming soon