AGENDA

November 7, 2017
November 8, 2017
November 9, 2017
November 7, 2017
November 8, 2017
November 9, 2017

All events are being held in or near to the Ballroom of the Kempinski Hotel Gold Coast City, Accra

14:00

Attendee Registration

17:00

Welcome Cocktail for All Attendees

All events are being held in or near to the Ballroom of the Kempinski Hotel Gold Coast City, Accra

08:15

Coffee and networking

09:00

Welcome to SoFI2017

Roger Morier — Master of Ceremonies, Mastercard Foundation
Ann Miles — Director, Financial Inclusion, Mastercard Foundation

09:15

Opening Keynote Address

Speaker
Juliet Anammah — Chief Executive Officer, Jumia Nigeria

10:15

Coffee/Tea Break

10:45

Reflections on Client Centricity and the Way Forward

Moderator
Sumaiya Sajjad — Program Manager, Mastercard Foundation
Panelists
Gerhard Coetzee — Head, Customer and Provider Solutions, CGAP
Daryl Collins - Managing Director, BFA
Denis Moniotte — Chief Innovation Officer, Microcred
Jon Ridley — Director, M-KOPA Labs

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.

12:00

Survey on Client Centricity: Results and Discussion

Moderators
Mikael Clason Hook — Director, Mastercard Foundation Rural and Agricultural Finance Learning Lab
Lindsay Wallace — Director, Learning and Strategy, Mastercard Foundation

Sharing findings of the pre-SoFI2017 survey sent to invitees, and a Question-and-Answer session with the audience.

13:00

Lunch

14:15

The Client Journey Revisited: Insights from Recent Practice and Research

Moderator
Petronella Chigara-Dhitima — Managing Director, Mustard Seed Advisory
Panelists
Soren Heitmann — Operations Officer, Financial Institutions Group, IFC
Jennifer McDonald — Director of Product Development, Women's World Banking
Adaeze Ume — Deputy Manager, Diamond Bank

The client journey is the experiential journey a client faces in its interaction with a new institution, product or service. Ideally, it results in client loyalty and satisfaction, in the uptake of other products and services, and in cross-selling to family and friends. But it is not a linear journey and we have learned that trust, technology, literacy and proximity create a myriad of significant barriers. The session will provide concrete examples from work over the past 5 years that have generated a better understanding of customers, and the barriers and drivers that have shaped the client journey.

15:15

Coffee/Tea Break: Spotlight on Innovation

15:45

Inclusive Ecosystems of the Future

Moderator
Olga Morawczynski — Program Manager, Mastercard Foundation
Panelists
Dr. Duoguang Bei — President, Chinese Academy of Financial Inclusion
Chris Locke — Founder, Digital Caribou
Amolo Ngweno — East Africa Regional Director, BFA
Nadeem Shaikh — Founder and CEO, Anthemis

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.

17:00

Awarding the 2017 Mastercard Foundation Clients at the Centre Prize

Moderator
Mike Williams — Associate Program Manager, Mastercard Foundation

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.

All events are being held in or near to the Ballroom of the Kempinski Hotel Gold Coast City, Accra

08:15

Coffee and Networking

09:00

Welcome to SoFI2017 Day Two

9:30

Day Two Morning Keynote Address

Speaker
Dr. Ernest Addison — Governor, Bank of Ghana

10:15

Coffee/Tea Break

10:45

Financial Inclusion in a Dynamic West African Context

Moderator
Gugulethu Cele — News Anchor, CNBC Africa
Panelists
Temitope Akin-Fadeyi — Head of Financial Inclusion Secretariat, Central Bank of Nigeria 
Edward Effah — Founder and CEO of The Fidelity Group, Managing Director and CEO, Fidelity Bank
Maimouna Gueye — Principal Financial Inclusion Officer, African Development Bank

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.

12:00

SoFI 2017: Insights from the Audience

Moderators
Ruth Dueck-Mbeba — Senior Program Manager, Mastercard Foundation
Mark Wensley — Senior Program Manager, Mastercard Foundation

13:00

Lunch

14:15

Employing Financial Inclusion to Achieve the Economic Goals of Africa's Smallholder Farmers

Moderator
Sieka Gatabaki Kungu — Digital Financial Services Manager, AgriFin Accelerate, Mercy Corps
Panelists
Catalina Eikenberg — Head of Sustainability, Bernhard Rothfos GmbH
Dickson Naftali — Head of MobiGrow Program, KCB Bank
Emmanuel Yawson — Global Sustainability Analyst, Barry Callebaut

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.

15:15

Coffee/Tea Break: Spotlight on Innovation

15:45

The SoFI2017 Debate

Moderator
Khalil Shariff — Chief Executive Officer, Aga Khan Foundation Canada
Debaters
Elhanan Owureku Asare — Regional Head of Consumer Distribution, Ecobank
Tamara Cook — Head of Digital Innovations, Financial Sector Deepening Kenya
Mamie Kalonda — Chief Executive Officer, Finca DRC
Graham Wright — Group Managing Director, MicroSave

A fixture of the Symposia, this year's debate will centre on whether greater efforts at financial inclusion necessarily lead to improvements in the standard of living of poor people. The motion is:

Disruptive innovations in the financial sector can no longer respond to the daily challenges of poor people.  

17:00

Reflections on SoFI2017

Moderator
Ann Miles — Director of Financial Inclusion, Mastercard Foundation

A look back at the two days of SoFI2017: insights that surfaced and challenges that remain.

17:30

Closing Cocktail for All Attendees

 

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