Digital adoption and usage rates are rising as India’s microfinance institutions rapidly expand their digital infrastructure and encourage more customers to go digital. However, despite the benefits of digitization, the need to continuously grow and innovate without compromising customer care remains a challenge, particularly for institutions serving customers with limited digital capabilities.
During this webinar, industry leaders shared their experiences designing and launching digital channels. They also examined how they managed the transition, including tips and strategies for addressing key pain points, engaging staff and customers in the process, and maintaining superior service levels.
Speakers:
- Sarder Akhter Hamed, COO, Sajida Microfinance
- Asish Mishra, Product Head, Annapurna Finance Pvt. Ltd.
- Saibal Paul, Deputy Director, Policy, Member Engagement and Sector Building, Sa-Dhan
- Moderator: Debdoot Banerjee, Senior Director, Digital Strategy and Transformation, Accion Advisory
- Welcoming remarks: Azalea Carisch, Learning & Insights Manager, Swiss Capacity Building Facility
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