Customer empowerment

Why the financial sector has to take this seriously !


28th of March 2018 - at 12.00 p.m.

Auditorium of KBC, Havenlaan 2, 1080 Brussels

12.00 p.m.

Welcome and introduction by Franky Depickere, Managing Director Cera, Chairman BRS

12.10 p.m.

Customer empowerment: why the financial sector has to take this seriously !

By Antonique Koning, Senior Financial Sector Specialist, Customer & Provider Solutions, CGAP.

12.40 p.m.

Questions & Answers

13.00 p.m.

Closing remarks by Karel Van Eetvelt, CEO Febelfin.

13.10 p.m.

Lunch Buffet 


We advise to use public transport or leave your car in a nearby car park. 



Customer empowerment is about creating and maintaining a lasting and valuable relationship that will help meet business goals and achieve meaningful financial inclusion.

Antonique Koning shows with experiences from clients and financial services providers around the world that with a better understanding of the lives of poor customers, providers can offer relevant services that empower poor people to make financial choices and take control of their financial lives.

Antonique Koning is a Senior financial sector specialist with more than 15 years of experience working on a range of topics related to microfinance and financial inclusion, acquired at CGAP and in previous assignments. She is currently managing CGAP’s work on customer and employee empowerment. She has specialized expertise in areas related to customer centricity, employee and agent empowerment, responsible finance, and financial inclusion in Sub-Saharan Africa. Before joining CGAP in 2004, she gained hands-on experience developing and implementing micro-credit programs in El Salvador and working with savings banks globally.



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