Roger Morier Master of Ceremonies, The MasterCard Foundation
Reeta Roy President and CEO, The MasterCard Foundation
This panel will discuss the role of client centricity in the context of where financial inclusion is today and where it is headed. Inclusion continues to be a complex problem, but client centricity, as a business and operating model, has enabled us to make certain advances in the last five years. We will discuss what we have learned, results for clients and institutions, where things have not worked, and how we can continue to push this way of working as the landscape for financial services shifts and our goals broaden.
Sharing findings of the pre-SoFI2017 survey sent to invitees, and a Question-and-Answer session with the audience.
Partnerships have been highly touted as keys to successful and effective financial inclusion and deepening. There has been a focus on implementation dynamics, on the relationship, roles and responsibilities, and business models. But what differences do partnerships make on the lives and well-being of clients they serve? This session will offer concrete examples of how partnerships have delivered better value, service, and impact to clients themselves.
This session will present a compelling futuristic vision in which an entire ecosystem is geared towards client-centric innovation. From the perspective of the client, the panel will showcase what could be possible if unnecessary barriers were relaxed and digital assets and channels were leveraged via open structures for purposes of innovation. The session will highlight the trends that enable this digital future and showcase how these trends are already being leveraged by our partners to advance and enhance financial inclusion digitally. Finally, the discussion will turn to the risks that could emerge as new players enter the innovation space, and digital assets are leveraged in new ways, and hypothesize what that might mean for the low-income client.
The Prize, offered this year for the third time, highlights best practices in financial services where client satisfaction is a priority. More than 100 financial service companies around the world submitted entries to the competition. An international panel of judges selected three finalists who will make presentations to the audience. The audience will decide who is the world’s most impactful and sustainable financial service provider that puts “clients at the centre” of its thinking and operations for the benefit of poor people in developing countries. The prize consists of a US$150,000 award to expand or reinforce client-centric practices within the winning organization.
This session will look at the regulatory and macroeconomic conditions across West Africa over the past decade to illustrate the impact of such a dynamic environment on financial inclusion. We will look at key challenges and successes across the region, including the lessons from Ghana, the experiences of Nigeria, and the regional financial inclusion strategy of the BCEAO. Panelists will discuss the options and trade-offs explored while creating an enabling environment that drives economic inclusion, especially for low-income clients.
The panel will be tasked with answering the question: financial inclusion to what end? The session will explore the role of financial services in helping achieve the economic goals of smallholder farmers. Discussants will illustrate how they have offered a broader service offering to help grow on-farm and off-farm businesses. We will include examples where this transformation is happening with an illustration on the impact that has been achieved, the process of implementing more holistic approaches, and the business case for doing so.
A fixture of the Symposia, this year's debate will centre on the role client-centricity has played in financial inclusion. We will explore if client-centricity is a pipe-dream, and the notion that FSPs are unable to be client-centric.
A look back at the two days of SoFI2017 : insights that surfaced and challenges that remain.