Customer experience
Understand, evaluate and monitor customer satisfaction, identify irritants and obstacles, and develop remedial actions that will help build a more profitable customer relationship.
The challenges of the industry
Digital
Leveraging the digitisation of the population to democratise access to services: Loans, Savings, Money transfers, Insurance, etc.
Financial inclusion
The majority of the population remains unbanked; the challenge is to offer tailored, simple and accessible services to groups such as women, rural dwellers and those in precarious situations.
Mobile applications
Business growth will be strongly correlated with the success of the applications offered to consumers.
Operators will need to pay close attention to and carefully evaluate their ease of loading, ergonomics, value in use, and associated services and features.
Operators will need to pay close attention to and carefully evaluate their ease of loading, ergonomics, value in use, and associated services and features.
Our Expert
Florence de Bigault
Managing Director