This note focuses on the four critical areas that are significant to customer-centricity of mobile...
Vera Bersudskaya, Irene Wagaki and Melissa Rousset
Based on over 1,200 digital financial services (DFS) agent interviews conducted between November and December...
Akshat Pathak, Anil Gupta, Vartika Shukla, Nimesh Soni, Priya Garg and Sunil Bhat
Dormancy among agents is a cause of concern for financial inclusion in India. This note...
Dorcas Muthoni, Kritika Shukla, Mohit Saini, Piyush Singh and Priya Garg
Financial institutions must take control of the quality of their financial services; to resolve issues...
Soumya Harsh Pandey and Graham Wright
It is time that Indian mobile money providers focus on addressing customer service and protection...