The European Union is offering this webinar to representatives from microfinance institutions (MFI) interested in understanding customer segmentation and client journey from the perspective of their current and prospective clients. The webinar will take place on 11 February 2021.

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Customer centricity is an important growth driver in today’s fast paced business world, characterised by an information overflow. A clear customer segmentation, combined with a well-defined customer journey, is often instrumental in reaching the right target groups, allowing institutions to ensure their business continuity and long-term success.

This EaSI Technical Assistance webinar will offer a closer look at the concepts of customer personas and customer journey mapping, which are particularly powerful when applied in combination. Based on these concepts, the webinar will present a methodology for microfinance institutions that wish to shift their perspective to customers in order to gain valuable insights into their business, discovering hidden shortcomings and opportunities for improving customer experience.

The webinar is funded by the European Union Programme for Employment and Social Innovation (EaSI) and participation is free of charge.

• Topic: Customers first: Segmentation & Client Journey
• Date: Thursday, 11 February 2021 at 11:00 – 12:30 (CET)
• Language: English
• Register here

The main speaker will deliver an interactive online session with plenty of opportunities for engagement through polls and live questions:

• Mr. Hannes Gräf, is the co-founded YAPU Solutions. He draws on nine years of customer-facing positions in communication and business development, and has experience from various positions in higher education and digital media. During this webinar, he will introduce hand-on concepts on how to put the customer in the centre of your operations.

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