Over the last five years at the Symposium, the Mastercard Foundation has brought together global practitioners to discuss, debate, and share ideas about client centricity: how to do it better, faster, more broadly, and more deeply as a way of driving financial inclusion.

Today, the idea that more attention should be paid to the needs and expectations of people living in poverty to make improvements at scale is much more accepted by the financial services sector.

As this report has shown, numerous tools exist for financial service providers to respond to the needs and aspirations of poor people. From rapidly developing digital technology to new and important insights from the field of behavioural psychology, service providers are in a better position than five years ago to design and deliver what poor people want within a cost-effective, sustainable business model.