Customer empowerment

Why the financial sector has to take this seriously !

Customer empowerment is about creating and maintaining a lasting and valuable relationship that will help meet business goals and achieve meaningful financial inclusion.

Antonique Koning shows with experiences from clients and financial services providers around the world that with a better understanding of the lives of poor customers, providers can offer relevant services that empower poor people to make financial choices and take control of their financial lives.

Antonique Koning is a Senior financial sector specialist with more than 15 years of experience working on a range of topics related to microfinance and financial inclusion, acquired at CGAP and in previous assignments. She is currently managing CGAP’s work on customer and employee empowerment. She has specialized expertise in areas related to customer centricity, employee and agent empowerment, responsible finance, and financial inclusion in Sub-Saharan Africa. Before joining CGAP in 2004, she gained hands-on experience developing and implementing micro-credit programs in El Salvador and working with savings banks globally.


Watch the full video report hereunder.