Elisabeth Rhyne is an independent consultant working in financial inclusion and financial health. She was a founder of the Smart Campaign and former managing director of the Center for Financial Inclusion at Accion.
Do financial institutions’ consumer protection policies actually deliver good outcomes for customers? Traditional frameworks focus on compliance, but emerging approaches reveal the need to measure positive customer experiences and outcomes.
Moratoria have been an important part of the COVID-19 response for millions of low-income borrowers. Reflecting on the COVID-19 experience, here are four ways moratoria could work better in a future crisis.
With COVID-19 lockdowns putting stress on both consumers and lenders, the stage is set for consumer protection challenges around the provision of credit.
Financial service providers who are serving or who want to serve this important customer segment need to invest in understanding these customers’ needs and develop products that meet those needs.
