Note: this page will be updated regularly over the next few weeks as materials become available. Please check back for presentation slides, session notes, and other resources.

Sept. 28

Introduction to the Universal Standards for SEPM and to SPI Online
مقدمة في المعايير العالمية لإدارة الأداء الاجتماعي والبيئي (SEPM) ومنصة SPI Online

This one-day training discusses why social and environmental performance management is critical to financial sustainability and risk management, and then explores implementation resources such as the Universal Standards, the DFS Standards, and the SPI Online Platform.

SESSION MATERIALS:

[PowerPoint] RIF Intro Training Presentation
[Resource] The Universal Standards for SEPM
[Resource] The Digital Financial Services Standards
[Resource] SPI Online

Governance Workshop
ورشة عمل الحوكمة

This interactive workshop explores why client protection and customer well-being are fundamentally governance issues, and how boards, CEOs, senior management, and investors can translate principles into practice. Participants will share experiences and practical approaches for strengthening leadership, oversight, incentives, and organizational culture to achieve better outcomes for customers.

SESSION MATERIALS:

[Meeting Summary] Governance Workshop Meeting Summary
[PowerPoint] Governance Workshop Presentation
[PowerPoint] SPI Dashboards Presentation
[Tool] Board Oversight Checklist

Regulator Dialogue
جلسة حوار الجهات التنظيمية

This peer-to-peer regulator dialogue on client protection and customer empowerment helps regulators from MENA, SSA, Southeast Asia, Central America, and other peer markets move from asking “do we have guidance and rules?” to “do we have signals, supervisory responses, and credible escalation pathways that prevent harm early and correct it when implementation is not acceptable?”

SESSION MATERIALS:

[PowerPoint] Regulator Dialogue Presentation
[Concept Note] Regulator Dialogue on Client Protection and Customer Empowerment Concept Note

Advanced Training on Responsible Pricing - From Compliance to Strategy
تدريب متقدم حول التسعير المسؤول - من الامتثال إلى الاستراتيجية

SESSION MATERIALS:

[PowerPoint] Responsible Pricing Advanced Training Presentation
[Resource] SEPM Guide – Standard 6B: The provider sets prices responsibly
[Resource] Resources to assess Responsible Pricing indicators
[Resource] Video on loan pricing – Flat vs. declining balance
[Resource] InCash example of Good Practice for a Key Facts Document
[Satisfaction Survey]

Sept. 29

PLENARY: Advancing Client Protection through a Market Systems Approach
الجلسة العامة: تعزيز حماية العملاء من خلال نهج أنظمة السوق

SESSION MATERIALS:

[Recording] Coming soon!

Measuring & Evaluating Customer Outcomes to Improve Client Protection
قياس وتقييم نتائج العملاء لتحسين حماية العملاء

SESSION MATERIALS:

[PowerPoint] Measuring and Managing Customer Outcomes to Improve Client Protection Presentation

Client Protection Pathway+ Part 1: Join the movement
مسار حماية العملاء+ الجزء الأول: انضم إلى الحركة

SESSION MATERIALS:

[PowerPoint] Client Protection Pathway+ Part 1: Join the Movement Presentation

Leaving No Customer Behind: Disability Inclusion in Responsible Finance
الشمول: إدماج ذوي الإعاقة في التمويل المسؤول

SESSION MATERIALS:

[Meeting Summary] Disability Inclusion in Responsible Finance Meeting Summary
[Resource] Guide to Assessing and Implementing the Universal Standards for SEPM
[Resource] Disability Inclusion Guide for FSPs
[Resource] Leaving No Customer Behind

PLENARY: DFS Standards - Digital Finance to Empower and Protect: Insights from Providers in Practice
الجلسة العامة: معايير الخدمات المالية الرقمية - التمويل الرقمي للتمكين والحماية: رؤى من مقدمي الخدمات حول الممارسات العملية

This session provides an overview of the management standards for the responsible provision of digital financial services (“DFS Standards”) and shares insights from three DFS providers who had their own practices assessed against the DFS Standards.

SESSION MATERIALS:

[PowerPoint] DFS Standards Plenary Presentation
[Resource] The Digital Financial Services Standards

Beyond Digital: Designing Financial Services Around What Clients Actually Need
ما وراء الرقمنة: تصميم الخدمات المالية بناءً على الاحتياجات الفعلية للعملاء

This session explores how financial service providers can start with what customers actually need and then determine how technology can help meet those needs. Through examples from financial service providers, the discussion will examine how customer insights can shape products, delivery channels, and digital innovation—and how providers can measure success through meaningful usage, client value, and better customer outcomes, rather than digitalization alone.

SESSION MATERIALS:

[Meeting Summary] Beyond Digital Meeting Summary
[PowerPoint] Beyond Digital Presentation

CP Pathway+ Part 2: The Business Case – Client Protection as Strategy: Building Healthy Institutions, Healthy Markets
مسار حماية العملاء+ الجزء الثاني الجدوى المالية - حماية العملاء كاستراتيجية: نحو بناء مؤسسات وأسواق صحية وسليمة

Coming soon!

Responsible Pricing in Digital Financial Services
التسعير المسؤول في الخدمات المالية الرقمية (ورشة عمل)

This workshop shares preliminary recommendations from a global working group that Cerise+SPTF launched in January 2026 to identify what management practices are essential for responsible pricing by digital financial service providers. Participants will review and debate the recommendations.

SESSION MATERIALS:

[PowerPoint] Responsible Pricing in DFS Presentation
[Request for Comment] Draft Dimension VI for the DFS Standards

Sept. 30

PLENARY: Resilience: Helping Customers Prepare, Adapt, and Recover
الجلسة العامة: المرونة والصمود بمواجهة التحديات المناخية: مساعدة العملاء على الاستعداد والتكيف والتعافي

Coming soon!

Insurance for Resilience: From Risk Transfer to Real Customer Value
التأمين من أجل المرونه و الصمود: من تحويل المخاطر إلى خلق قيمة حقيقية للعميل

Coming soon!

Responsible Agriculture and Food Sector in Practice
الاستثمار الزراعي المسؤول في الممارسة العملية

SESSION MATERIALS:

[PowerPoint] Responsible Agricultural and Food Sector in Practice Presentation
[Resource] A Collection of Resources on Responsible Agriculture and the Food Sector

Rebuilding Finance in Challenging Markets: Digital Finance for Inclusion, Recovery, and Resilience
إعادة بناء التمويل في الأسواق ذات التحديات: التمويل الرقمي من أجل الشمول والتعافي والصمود

Coming soon!

PLENARY: From Financial Literacy to Customer Empowerment
الجلسة العامة: من الثقافة المالية إلى تمكين العملاء

The panel explores what empowerment looks like at different points in the customer journey—from deciding whether and how much to borrow, to understanding risks, asking questions, raising complaints, coping with financial shocks, and negotiating solutions when repayment becomes difficult.

SESSION MATERIALS:

[PowerPoint] Customer Empowerment Presentation
[Resource] View our Customer Empowerment Page
[Resource] The Effect of Microfinance Ecosystem on Financial Inclusion in Egypt – By Dalal Takla & Nader Albert

Early Warning Systems For FSPs to Identify Customers with Higher Default Risk
أنظمة الإنذار المبكر لمقدمي الخدمات المالية لمعرفة شرائح العملاء الأكثر عرضة لمخاطر التعثر

This session explores findings from research around the globe on how to use data innovatively to identify customers at higher risk of loan default before default occurs. It then asks participants to brainstorm various actions that financial service providers could take, thanks to data on early warning signs of financial stress, in order to improve outcomes for customers.

SESSION MATERIALS: