Partner: Access Assist
LEAD was a technical partner at the two-day Inclusive Finance India Summit 2019, organised in New Delhi. The IFI summit is a global policy forum that draws eminent experts and stakeholders from the financial services sector.
As part of this association, LEAD hosted a technical session on ‘Building a Client-Centric Financial Services Architecture: What Next?’. A customer-centric approach to product design and delivery can offer significant value for financial institutions, customers, and the ecosystem at large. Customer-centric solutions empower clients with the tools to manage their financial lives effectively. How do we create a truly responsive and inclusive financial services sector that prioritises client needs and unlocks value for all stakeholders? In a series of talks, experts from the Krea University ecosystem discussed the key principles essential for designing a client-centric financial services architecture in India, from diverse perspectives.
Lightning Talks
Women and Customer Centricity – Soumya Kapoor, IWWAGE Leadership Soumya’s talk highlighted the role of female financial service intermediaries such as banking correspondents and bank sakhis in building trust among women and enabling them to access and use financial services.
Creating a ‘citizen-centric’ financial ecosystem – Dr. Bishnu Mohapatra, Dean, School of Interwoven Arts & Sciences, Krea University Bishnu’s talk delved into the divergent ideas of a ‘customer’ and a ‘citizen’ and highlighted the importance of prevalent social structures and politics in influencing access and usage of financial services by women and marginalized segments of the population.
Enabling last-mile access through Technology – Dr. Gaurav Raina, Chair of Research Council, Krea University
Underscoring the importance of technology, human behavior and culture, and practical use-cases in furthering adoption of digital payments in India, Gaurav’s talk focused on the importance of building user confidence and trust in new technologies – by offering applications, interfaces and customer support in multiple languages.
Moderator Sharon Buteau highlighted the importance of putting the user at the core of designing financial services, and leveraging multidisciplinary perspectives and expertise together to inform the solution-design process.
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