Roger Morier — Master of Ceremonies, Mastercard Foundation
Reeta Roy — President and CEO, Mastercard Foundation
Sumaiya Sajjad — Program Manager, Mastercard Foundation
Gerhard Coetzee — Head, Customer and Provider Solutions, CGAP
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.
Petronella Chigara-Dhitima — Managing Director, Mustard Seed Advisory
Soren Heitmann — Operations Officer, Financial Institutions Group, IFC
Jennifer McDonald — Director of Product Development, Women's World Banking
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.
Olga Morawczynski — Program Manager, Mastercard Foundation
Dr. Duoguang Bei — President, Chinese Academy of Financial Inclusion
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.
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.
Gugulethu Cele — News Anchor, CNBC Africa
Temitope Akin-Fadeyi — Head of Financial Inclusion Secretariat, Central Bank of Nigeria
Dr. Brahima Sangafowa Coulibaly — Director of Africa Growth Initiative, Brookings Institution
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.
Sieka Gatabaki Kungu — Digital Financial Services Manager, AgriFin Accelerate, Mercy Corps
Catalina Eikenberg — Head of Sustainability, Bernhard Rothfos GmbH
Dickson Naftali — Head of MobiGrow Program, KCB Bank
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.
Khalil Shariff — Chief Executive Officer, Aga Khan Foundation Canada
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.
Ann Miles — Director of Financial Inclusion, Mastercard Foundation
A look back at the two days of SoFI2017 : insights that surfaced and challenges that remain.