Articles by Monique Cohen
Digital financial service providers too often operate in silos, designing products to solve particular financial needs. Meanwhile, users tend to blend a mix of formal and informal financial services to meet their needs. The challenge for FSPs is to recognize users' behaviors and respond accordingly, particularly to their need for flexibility and timeliness.
One Size Doesn’t Fit All: Understanding the shifting dynamics of BoP clients’ demand for financial services
As the need to better serve BoP markets has become a business imperative, both the context and our knowledge about low-income consumers’ use of financial services have changed. For that reason, Monique Cohen argues, we need an approach to customer service and product development that recognizes customers’ different - and evolving - financial needs.
For many young people, owning a phone is aspirational and closely tied to their self-esteem. The surge of young people with phones or phone access and the emergence of low-cost mobile banking technology suggests that it may be timely to engage them in accessing digital financial services and building their financial capabilities.