How Resilient Local Leadership Creates Resilient Customers

Customer resilience requires resilient institutions that support them. As MFIs move from crisis to crisis, they tend to exert short-term centralized control while neglecting long-term local leadership development. This limits feedback, learning, creativity, and the development of social capital, compromising the ability of local leaders to manage crises and build strength.

Effective leaders in financial inclusion can sense complexity, evaluate risk, identify customer needs, and quickly adapt to crises in a way that supports customer resilience. They also feel strong support to make decisions that are in the long-term best interest of their customers.

Speakers will explore best practices for embedding MFIs in their local ecosystems, taking advantage of new technologies, and developing leaders who hold long-term perspectives to ultimately benefit clients.