FRT Episode 28: Digital Customer Journey

This ‘FRT’ podcast focuses on how digital customer journeys are enabling financial institutions to reach underserved segments in a sustainable manner. IIF’s Conan French and Amin Khairy host Elisabeth Rhyne, a global figure in the inclusion world and Managing Director at the Center for Financial inclusion (CFI), to discuss the upcoming CFI-IIF paper “Charting the Customer Journey in the Digital Age”.

They discuss the potential gain in operational efficiencies for financial institutions and the positive impact digitization has on unbanked customers. Providing real-life case examples of digital customer journeys throughout the different journey stages: Pre-onboarding, onboarding and continued use. Elizabeth also discusses the persistent challenges for digital inclusion and the importance of having a “tech-touch” balance at certain stages of the customer journey.

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