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Report 4.4

Customer Experience in Microfinance for Cross-functional Tech Teams: Post-Pandemic Lessons

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Abstract

This report investigates “Customer Experience in Microfinance for Cross-functional Tech Teams: Post-Pandemic Lessons” using a difference-in-differences analysis. Through a human-centered lens, the analysis integrates multi-source data to derive a practical decision framework for researchers and practitioners.

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Customer Experience in Microfinance for Cross-functional Tech Teams: Post-Pandemic Lessons

ABSTRACT
Customer Experience in Microfinance for Cross-functional Tech Teams: Post-Pandemic Lessons is unpacked across themes: change enablement, benefits, KPIs, and equity. Limitations and future research paths are noted.
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