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Omnichannel banking and financial inclusion: thoughts and metrics

VI Latin American Financial Inclusion Congress - Febraban-Felaban - São Paulo, 19 August 2014

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Financial inclusion requires effort to improve use and access and reduce the barriers limiting participation in the formal financial system


Conclusions

  • The transfer of the traditional financial system to omnichannel banking is based on technological progress, which have brought improved customer experiences (higher aggregate value)
  • Omnichannel banking, with the development of its customer service channels, is a necessary but not a sufficient condition for driving financial inclusion. Greater access will not inevitably bring with it greater use. There are other important issues
  • We are developing a global FII to make a multi-dimensional approach to the measurement of financial inclusion
  • Financial inclusion requires effort to improve use and access and reduce the barriers limiting participation in the formal financial system
  • Omnichannel banking can be understood as a transition phase from the traditional financial system to the next, truly digital experience, with new players on the global stage

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