Are Mobile Money Wallets Really Customer-Centric?

This note focuses on the four critical areas that are significant to customer-centricity of mobile money wallets. It looks at major barriers that have an adverse impact on the uptake of mobile money in India

During the last few years, rapid uptake of digital financial services (DFS) can be seen globally. This growth necessitated the need to focus on protection of end customers by building mass awareness, conceptualising practices that are user friendly and mitigating customer related risk. This note focuses on the four critical areas significant to customer centricity of Mobile Money wallets, and looks at major barriers impacting uptake of MM in India.

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Written by


Sunil Bhat

Associate Partner

Mohit Saini

Senior Analyst