In its current form at least, the success of digital finance is dependent on front line agents – to open accounts, provide cash in/cash out services and market products. High quality agent networks are the key to developing knowledge, trust and regular usage amongst the users of digital financial services and thus to achieving scale.

India has struggled to build high quality agent networks, and thus uptake and usage of digital financial services remains a challenge – despite all the efforts of the government and the banks. This presentation examines the problems underlying Indian agent networks – providing guidance to organisations seeking to build robust, trusted and well used agent networks.

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