Shaping inclusive economic growth in 2026

About the Center

(Header) About the Center

The digital transformation of European micro-businesses

Focus Areas

(Header) Focus Areas

Driving impact through bold leadership

Events

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Cyber resilience for financial inclusion

Insights

(Header) Insights

(Footer) About the Center

(Footer) Focus Areas

(Footer) Events

(Footer) Insights

As lower income people around the world increasingly use WhatsApp, Twitter, and the like to express themselves, researchers are applying tools to capture their sentiments and package them to inform regulators and financial service providers. However, turning complaining voices into useful complaints data can be tricky. It is not enough to simply quantify complaints, because although they are genuine, they contain serious biases.

Financial Access Initiative at NYU

Financial Access Initiative FAI is a research center working at the intersection of financial inclusion, development, and poverty.

(partner) Financial Access Initiative at NYU

Global

Global development

Digital transformation

Are complaints the true voice of the customer?

Financial health

North America

Asia Pacific

Middle East & Africa

Europe

Latin American & Caribbean

AI for social impact

Climate change

Data for good

Economic development

Financial inclusion

Public-private partnerships

Small business