Driving Client Centricity


At The MasterCard Foundation Symposium on Financial Inclusion, the first plenary session discussed how leadership and the organizational culture at financial service providers are critical to ensure true client-centric practices. CNBC Africa’s news anchor, Gugulethu Cele, moderated the discussion with Doug Baillie, Chief Human Resources Officer of Unilever, Lelemba Phiri, Group Head of Talent and Managing Director for Zambia and Malawi at Zoona Group, and Ramesh Ramanathan, Chairman and Founder of Janalakshmi Financial Services.

Clients at the Centre of Financial Inclusion Efforts


Financial inclusion for all by 2020 can only be achieved if financial service organizations do more to focus on the needs and expectations of the two billion people in the world currently excluded from the formal financial system. At the recent MasterCard Foundation Symposium on Financial Inclusion, held in Cape Town from November 19-20, speakers reinforced the idea that client centricity is key to inclusive access to finance.

Day Two at #SoFI2015

MetLife's Claire Burns in her keynote address


“If you deliver a customer experience that is unique it will pay off.”

MetLife’s Chief Customer Officer, Claire Burns, opened day two of the Symposium by detailing her organization’s journey to client centricity. Claire became a customer of MetLife to experience the customer journey for herself. What she found was system that wasn’t working. So, she said, she set out to “humanize insurance”. MetLife built a customer-centric business model by listening to customers, repairing what they told the organization was broken and delivering simplified experiences to create market differentiation.

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Day One #SoFI2015

Bolaji Akinboro and Ken Njoroge of Cellulant in their keynote

“A lot of the time people talk about inclusion. But if we are going to make an impact in Africa it has to be at a large scale.”

Bolaji Akinboro and Ken Njoroge of Cellulant, opened the third MasterCard Foundation Symposium on Financial Inclusion with a story. The story of how they established Cellulant and developed an e-wallet system that delivers electronic vouchers directly to farmers for agricultural inputs in Nigeria allowing them to increase their farm production and livelihoods. They have managed to scale their operation, reaching nine million clients to date with the system.

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