Page 54 - DX Summit 2021 White Paper

CONSOLIDATING THE

DIGITAL LANDSCAPE

Digital is the need of the day and the transformation needs to be
taken up by authorities seriously and swiftly before we further
lag behind the developing world. Government and other
stakeholders should distribute wealth to where it needs
to be so it actually generates economic activity. Furthermore,
now it’s not about pick and decide where to invest, we have
reached a point where financial inclusion for all is the only
answer.

Critical Areas to Focus on:

SME - Small & Medium Big Emergency. Our full focus is required here.
98% of the SME market is uncovered because they do not have access
to finance so provide them with incentives. Develop their business,
provide insurance and healthcare to them

Explore Actionable Digital Channels. Digital is not just to develop an
app. IVR is also digital, think about digital customer journeys

Be cautious on “Digital Coax” - Focus to find out about true customer
value, businesses should know their customer’s retention rate,
DX2021
customers’ ability to pay rather solely relying on general analytics.
Leave our Egos at the door and talk about customer segments and
insights, repeat customer, know your customers better

Gender Gap - You cannot ignore 48% of the population including
over 93% of females who don’t have access to financial institutions.
So implement gender equality among masses

Partnerships are the way to go - we can’t achieve it alone therefore,
instill a sense of innovation and partnership in both public and private
sectors