A question of trust – Mitigating customer risk in digital financial services
by Graham Wright
Jun 22, 2015
1 min
This paper synthesizes four studies examining customer experience in Bangladesh, Colombia, Philippines, and Uganda. It highlights that system downtime, agent illiquidity, agents charging unauthorized fees, the fear of sending money to the wrong number, and unresponsive customer care centers all eat into the credibility of digital finance offerings.
This paper synthesizes four studies examining customer experience in Bangladesh, Colombia, Philippines, and Uganda. It highlights that system downtime, agent illiquidity, agents charging unauthorized fees, the fear of sending money to the wrong number, and unresponsive customer care centers all eat into the credibility of digital finance offerings.
Written by
Graham Wright
Chairperson
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