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14 Jul 2015
Agents are critical to the customer experience of digital money services because they represent the first and most tangible service touch points for most end users. Agent networks are also probably the most operationally burdensome and costly element of the digital financial service value chain
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23 Jun 2015
This blog was orginally posted on the CGAP Blog
Digital financial services are growing globally, with a
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11 Jun 2015
Pakistan is easily one of the top five leading digital finance markets in the world; yet also certainly one of the least understood. Anyone striving to learn about it must first understand how the Over-the-Counter (OTC) methodology adopted in Pakistan works, as it operates uniquely compared to
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27 May 2015
Since the launch of M-PESA in 2007 the story of digital finance in Kenya has been synonymous with that of the story of M-PESA. However, data just released from The Helix Institute of Digital Finance
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22 Apr 2015
When you buy a bottle of Coca-Cola, are you buying it from the store or from the Coca-Cola Company? Whose customer are you? In digital finance, the provider (usually a bank or telecom) designs and brands the service, but it is the agent that provides the ability to cash-in and cash-out (CICO
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07 Apr 2015
How much does an agent need to earn to be satisfied, and stay motivated enough to provide a high quality of service to customers? Behavioral science teaches us that people anchor their appraisals of value to other numbers around them in the ecosystem. Marketing firms understand this concept
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02 Apr 2015
This blog was originally posted on MicroSave's 'Financial Incusion in Action blog
Recently, a team of qualitative researchers interviewed sixty mobile money agents and users in Kenya and Uganda to
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18 Mar 2015
One of the major objectives of the Agent Network Accelerator (ANA) project is to determine which aspects of strategic operations really build the business case in the agency business. The Helix Institute has partnered with the
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25 Feb 2015
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04 Feb 2015
Ugali is cornmeal porridge and a staple of the Kenyan diet; it is as Kenyan as M-PESA. Last time my mother was making it, she ran out of cooking gas and texted me frantically to send her money so she could buy gas and finish cooking dinner before it got soggy. I ran to the M-PESA agent near my