In a conversation with Charlotte Vangsgaard, CGAP’s Gerhard Coetzee discusses how to help the financial sector discover the business potential of low-income customers

And learning from customers is not a one-off thing but rather a continuous process. People evolve, markets evolve, and institutions can easily fall into rote delivery.

In a conversation with Charlotte Vangsgaard, CGAP’s Gerhard Coetzee discusses how to help the financial sector discover the business potential of low-income customers. To him, the root cause of why financial inclusion is still an issue lies in the minds of the decision makers in the financial sector. 

At CGAP’s annual meeting, the organization invited two guests to explore what it means to put clients at the center of financial inclusion: Charlotte Vangsgaard, Partner at ReD Associates, and Ramesh Ramanathan, Chairman and Founder of Janalakshmi Financial Services, an urban nonbank financial institution serving over 2.5 million customers.