Over the years, the microfinance industry in the Arab region has experienced significant developments aiming to contribute to poverty alleviation, achieve broad-based economic development and improve access to finance which ultimately advance financial inclusion and help in achieving several goals of the Sustainable Development Goals (SDGs). The continuation of success of these developments highly dependent on understanding the needs, preferences, and behavior of existing and potential microfinance clients in order to design relevant financial and non-financial services and products as well as reach and serve them effectively. Therefore, the microfinance industry is transforming into a “customer-centric” focus which has proved its significance across industries.
Embedding “client centricity” adds value to all microfinance stakeholders; it leads to exceptional client experience that generates a comparative edge to financial service providers (FSPs), in addition to its contribution in achieving social objectives and global goals. It is not an easy endeavor as it necessitates innovative management system, empowerment of human resources, as well as performance management system and partnerships. Therefore, the conference will shed light on the momentous consequences of “client-centricity” in the microfinance industry and the adequate adoption of this policy in order to maximize its value in the digital era by showcasing the experience of global FSPs in transforming into customer-centric institutions.
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