Charting the Customer Journey in the Digital Age

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Digitization will change the way financial institutions organize themselves to relate to their customers, and it will dramatically change how customers experience financial services. These changes will be especially profound for traditionally underserved customers who are the targets of financial inclusion efforts. How are mainstream financial institutions creating effective digital customer journeys for underserved clients?

This report explores the three primary phases involved in digital transformation and provides examples of how innovative financial institutions are addressing its challenges with creative solutions for emerging customers.

Document Information

Document Type Report
Author Pablo Anton-Diaz and Amin Khairy
Year of Publication 2019
Publisher Center for Financial Inclusion at Accion
Number of Pages 15 pages
Region / Country Global /
Primary Language English (en)
Keywords Client Research, Product Development, digital financial services
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