Agents of Change - Unlocking the Potential of Mobile Money in East Africa

Mobile money has tremendous potential to help East Africans rise out of poverty. But as it stands, the service is hard to use and prone to errors. As such, many customers rely on agents to help them navigate the complexity.
What if mobile money agents had more power to guide, support and influence the customer’s experience with mobile financial services? We see this as an important first step in empowering customers to use mobile money on their own. Because agents are more than transaction enablers. They’re the face of mobile money, and we must rethink their role in the ecosystem.