Uniting Tech and Touch: Why Centaur Products Are Better for Consumers and Providers - Evidence from Kenya
The goal of this paper is to analyze what characterizes effective human touch in Kenya and to explain who wants it, when, and why. The paper also looks at innovative ways that FSPs marry technology and human touch to better serve their customers. This research provides a snapshot as of mid-2017. The situation is clearly in flux, and what we see today will not be the same as what we see in five years, though our findings can help guide the way.