Topic: Uniting Tech and Touch:
How Centaur Products Are Better for Consumers and Providers
Date: March 6, 2018, ended
Presenter: CFI Fellow Alexis Beggs Olsen
Host: Grzegorz Galusek, CEO, Microfinance Centre
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Uniting Tech and Touch: How Centaur Products Are Better for Consumers and Providers – Evidence from Kenya—the newest research emerging from the CFI Fellows Program. This digital event will feature CFI Fellow Alexis Beggs Olsen discussing Kenya’s digital financial services landscape, the reasons why customers still desire human touch, and the innovative ways in which financial services providers (FSPs) integrate human interfaces into their digital product offerings to better serve customers.
In her research, Alexis takes us along the customer journeys of Kenyan users of DFS to illuminate the reasons why they want human touch, the variations in customer preferences across demographic characteristics, and the particular pain points of low-touch digital products for loans, savings and insurance. Despite the widespread acceptance of digital transactions among respondents, Alexis finds that Kenyans primarily want human touch to verify the legitimacy of the FSP, to fully understand the product, and to resolve problems or complaints. To help address these valid needs, Alexis posits that “centaur” solutions—ones that combine human and digital interfaces—provide valuable human interaction to customers where it is most needed (and can improve FSP customer acquisition and retention in the process).
Our discussion will explore these findings and discuss their implications for MFIs, their customers, and the financial inclusion community.
Read more: www.centerforfinancialinclusion.org