Outcomes Management & the Voices of Customers in Financial Inclusion
The webinar will present the recent Women Client Study conducted by leonardo for Oxus Tajikistan in partnership with the Grameen Crédit Agricole Foundation. The initiative was designed as both an impact study and a needs assessment, aiming to document the outcomes of Oxus' existing financial services for women while identifying remaining barriers, unmet needs, and opportunities to better adapt products and services. We will discuss why conducting this type of outcomes survey make sense for the different stakeholders, innovative methodologies, and lessons learned for improving practices.
Understanding client outcomes is essential for real client protection
Having strong client protection policies and procedures in place is importantâbut is it enough to ensure that clients are truly protected? Drawing on an evaluation conducted by FMO and M-CRIL with two leading microfinance institutions in Asia, this blog explores the gaps that can emerge between policies and clientsâ actual experiences. It highlights the importance of listening directly to clients, understanding their experiences with products, complaints, repayment and communication, and using this evidence to strengthen practices. The article also presents practical approaches and tools that financial service providers, assessors and certifiers can use to move beyond compliance and focus on real client outcomes.
When is a Loan a Success: Rethinking Financial Well-Being in Ratanakiri, Cambodia
This qualitative study explores debt and financial well-being among Indigenous communities in Ratanakiri, Cambodia. Drawing on lived experience and community voices, the report examines how debt shapes daily life, dignity, and decision-making and surfaces both the risks households navigate and the resilience they draw on. The findings point to practical implications for financial service providers and policymakers seeking to support more responsible, client-centered finance in the region.
Leaving No One Behind: Advancing Disability-Inclusive Finance
Persons with disabilities represent 16% of the global population, yet they continue to face significant barriers to accessing and using financial services. This blog introduces two complementary resources developed by Cerise+SPTF and the Barrier-Free Finance Initiative (BFFI), with support from ADA, to help financial service providers advance disability inclusion in practice. Discover practical resources to make financial services more inclusive and accessible.
Managing Outcomes in Inclusive Finance
Between 2020 and 2024, Incofin through AGTAF facility and the technical support from Cerise+SPTF and M-CRIL, deployed a multi-country Technical Assistance programme aimed at strengthening Social Performance Management and Outcomes Management across nine investees in Africa and Asia.
From Vulnerability to Voice: Evidence from Ratanakiriâs Debt Stress Frontier
Lessons from Ratanakiriâs debt stress frontier on pressure, protection, and the reforms needed for customer empowerment.
Reaffirming Impact in a Private-Finance Era
On 5-6 February 2026, the Impact Finance Forum by Accelerating Impact brought together leaders from across the public and private sectors to examine the future of sustainable finance. Cerise+SPTF shared insights from the work at the intersection of inclusive finance, investor accountability, and development outcomes.
What Client Complaints Really Tell Us
Resource in English, Spanish, and French - Many financial service providers assume that fewer complaints mean happier clients and stronger consumer protection. In reality, complaints rarely tell the story we think they do.
Special Report of e-MFP's Inclusive Finance 2025
From 12 to 14 November, 2025 in Luxembourg, the conference explored the sectorâs most pressing themes: inclusive insurance, digital transformation, sustainable outcomes management, responsible client protection, women empowerment, climate resilience, and the future of impact measurement.
Financial Abuse Research Paper
Cerise+SPTF and Grameen Foundation collaborated in research to test a survey instrument designed to measure the nature and prevalence of financial abuse among microfinance customers in Benin.
Special Report of the African Inclusive Finance Week 2025
From 13-17 October, 2025 in Nairobi, Kenya, we engaged in fruitful discussions with inspiring actors from the inclusive finance ecosystem. We also reconnected with long-standing partners and friends from the field. Our huge congratulations to ADA for hosting such an important event!
How Outcomes Management can Strengthen Regulations for Inclusive Finance
Juanita Smit, Senior Specialist in the Supervisory Framework Department of the Financial Sector Conduct Authority (FSCA) in South Africa, was invited to share her experience at Cerise+SPTF's 2024 Annual Meeting. The breakout session explored how to track and utilize outcomes data to strengthen regulations for responsible and inclusive finance.
