‘Financial Inclusion 2.0: Next is Now’ headlines CXO Meet 2025 in Goa
Assisted digital finance in the spotlight
The lush surroundings of Windflower Resort & Spa in Goa, India, hosted the third edition of the CXO Meet, a flagship summit organised by the Grameen Foundation for Social Impact (GFSI) in collaboration with the Business Correspondent Federation of India (BCFI).
Supported by the Bill & Melinda Gates Foundation, the two-day event concluded on April 26, 2025, bringing together some of India’s most influential leaders in banking, fintech, policy, and development. Their mission was to co-create a resilient, inclusive, and future-ready roadmap for assisted digital finance under the ‘Financial Inclusion 2.0: Next is Now’ banner theme.
This year’s summit, held against rapid technological advancement and mounting socioeconomic challenges, pivoted from traditional financial inclusion discussions to a broader, deeper dialogue. Participants emphasised resilience, sustainability, and equitable growth in an evolving digital economy, especially in underserved rural areas.
Reframing financial inclusion for a new era
With the role of Business Correspondents (BCs) now well-established across India, the summit focused on how to take this infrastructure further. The theme of ‘Financial Inclusion 2.0’ signalled a significant shift: moving beyond cash-in, cash-out (CICO) services to an ecosystem capable of supporting diverse financial needs and safeguarding users from rising threats like digital fraud and economic abuse.
Bharati Joshi, CEO of GFSI, opened the summit with a powerful message about decision-making in today’s volatile and uncertain environment. “The new trinity of JAM, UPI and ULI must be driven not just by technology but by Ingenuity, Humility, and Perseverance,” she said.
Her remarks underscored the need for human-centric solutions, especially in tackling issues like digital abuse and exclusion, as services become more digitised.
Sunil Kulkarni, CEO of BCFI, highlighted a key inflexion point for the sector. “The BC model, with over two million agents, is central to India’s digital journey, particularly in rural Bharat. But we must now go beyond basic transactions and reimagine partnerships and service portfolios,” he said, pointing to the need for long-term sustainability.
Spotlighting innovation and governance
One of the most anticipated sessions was a candid conversation between Sai Sudha Chandrasekharan, CEO of the proposed Self-Regulatory Organisation for Fintech (SRO-FT), and BCFI’s Kulkarni. They explored how the upcoming regulatory body could enhance process integrity and governance across the BC industry. Participants welcomed the idea of greater oversight, especially given the rapid rise of fintech-enabled services in semi-urban and rural areas.
Technology was at the heart of several breakout sessions. A masterclass by PeoplePlus.AI introduced the audience to cutting-edge AI applications in financial services. The session included live demonstrations by innovation partners BuckBox and Bolofy, which showcased how data analytics and design thinking can improve agent productivity and reduce friction in customer journeys.
Other hands-on sessions included a walkthrough of the Innovations Project, led by GFSI’s Rahul Dube and Saurabh Singh. Delegates also saw live product showcases by Scanbo and EasyPay, reinforcing how new tech solutions can simplify everything from health diagnostics to micro-payments in low-connectivity areas.
A standout moment was unveiling the GIS Dashboard, a decision-making tool that helps BC network managers analyse service gaps and strategically plan expansions. Similarly, an Open Network for Digital Commerce (ONDC) showcase by Nandita Sharma explored how BCs can evolve into full-fledged digital enablers, connecting rural users to broader economic opportunities.
Honest conversations, tangible commitments
CXO Meet 2025 was firmly grounded in action. Working groups focused on five high-impact themes: fraud and grievance redress, agent business models, beyond-CICO innovation, regulatory alignment, and gender inclusion. These sessions served to brainstorm solutions and lay the groundwork for long-term collaboration.
Participants repeatedly returned to the question of agent viability. The discussion moved beyond profitability to address dignity, motivation, and longevity in the role. Many advocated for better tools, training, and incentive structures to ensure agents, especially women, could thrive.
Gender inclusion and financial abuse prevention emerged as particularly urgent topics. The forum highlighted how women in rural areas are both key drivers and vulnerable users of financial services. Speakers stressed the need for services that are not only accessible but also safe and empowering for female users.
A roadmap for 2025 and beyond
CXO Meet 2025 closed with a clear vision: to convert insights into system-wide action. GFSI and BCFI announced the formation of five Thematic Working Groups, each focused on one of the core issues highlighted during the summit. These groups will operate within a growing Community of Practice, fostering cross-sector collaboration and accountability over the next 12 months.
This year’s event marked a maturation of the dialogue around financial inclusion. No longer limited to access alone, the conversation now centres on resilience, adaptability, and inclusive design. With stakeholders ranging from regulators and fintech to grassroots agents and donors, the summit offered a panoramic view of India’s financial landscape—and a strong mandate to act.
The road ahead: purpose, partnership, progress
The success of the CXO Meet lies in its discussions and the momentum it has generated. Financial inclusion in India has already come a long way. But new risks and complexities emerge as the digital economy deepens its reach. The time for incremental change has passed. What’s needed now is a holistic, collaborative effort to ensure that no one is left behind in the financial future.
The message is clear for the BCs who remain the backbone of financial access in rural India: evolve, diversify, and embed trust deeper than ever before. And for the institutions and innovators who shape this ecosystem, the call is just as urgent—design with dignity, scale with responsibility, and always keep the user at the centre.
Image: A speakers’ session in progress at the CXO Meet, held at Windflower Resort & Spa in Goa, India. Credit: GFSI
