Customers First: Segmentation & Client Journey | EaSI Technical Assistance Webinar

Customer centricity is a key concept to win over customers in today’s business world, characterized by a fast pace and information overflow.  A clear customer segmentation, combined with a well-defined customer journey, can prove instrumental in reaching the right target groups and allow for business continuity and business success. Although particularly relevant in times of crisis, these concepts remain little known and even less applied in the microfinance sector.

This EaSI Technical Assistance webinar will take a closer look at the concepts of customer personas and customer journey mapping, two robust concepts particularly powerful when combined. Based on these concepts, perspective will be shifted from that of the microfinance institutions to the customers'; a most-needed adjustment to discover hidden shortcomings and potentials in the customer experience.