Positive customer experience is tangible. It’s simple, flexible, intuitive, and, most importantly, fits the needs of customers. Financial service providers now have a great opportunity to create value by designing and delivering customer experience based on a granular understanding of needs, which creates value as customers choose and use their products and services.

However, a large proportion low-income customers currently do not use their accounts, and two billion people around the world remain excluded from the formal financial sector. 

Dalberg Design collaborated with CGAP to produce the Customer Experience Toolkit which equips organizations to create empowering customer experiences. The hands-on approach helps practitioners identify and implement a customer experience project within their organization – large or small – and advocate for it with leadership. This toolkit is the only such resource that specifically targets the financial services community with a focus on unbanked and underbanked customers.