Articles by Kelly Nguyen
Shuffling through papers while standing at a pho vendor’s street stall. Asking customers the same questions over and over again every loan cycle. CEP’s staff and clients constantly dealt with such frustrations until the Vietnam-based microfinance institution rolled out an app that digitized the loan and repayment process. Laura Cojocaru and Kelly Nguyen of BFA report on how the technology not only saves time, but helps loan officers connect on a more personal level with clients.
Financial institutions serving low-income communities regularly turn to cross-selling to engage clients. But they don't always consider the particular needs of clients themselves. Based on its research on cross-sell initiatives, Bankable Frontier Associates explores what it takes to enhance clients’ engagement and encourage them to actively use multiple products with an institution over time.