Paper

Agents of Change: How the Human Touch Is Bringing Digital Financial Services to New Customers in India

10 key insights on training, equipping, and promoting product awareness among agents

India is speeding toward a digital tomorrow, but its success in ensuring everyone enjoys the benefits of a high-tech future hinges on effective human touch today. In the financial sphere, much of the responsibility for human touch in India falls to frontline banking agents: relationship officers, business correspondents, and payment bank agents. While these third parties assist with product adoption and use, their value to the financial sector goes beyond these responsibilities—they are the key to building trust, resolving problems, and ensuring value for customers of digital financial services.

This report puts forward 10 principal insights on training, equipping, and promoting financial product awareness among agents.

About this Publication

By Sharma, M. & Chatterjee, S.
Published