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
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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