Why communications platforms will power the next era of financial inclusion

Financial inclusion has long been defined by a narrow question: how do we bring the unbanked into the formal financial system?

Today, that framing is no longer sufficient. The challenge has evolved from providing access to reimagining inclusion itself. Inclusion now means enabling everyone and not just the underserved.

We must include the digitally non-native users and tech-savvy youth starting their financial journeys alike to fully participate in the digital economy.

Nowhere is this shift more evident than in the Middle East and North Africa (MENA), where inclusion is not a future aspiration; it is unfolding in real time.

In recent years, communication-based platforms have evolved into integrated digital ecosystems, combining financial services, e-government solutions, e-commerce capabilities and artificial intelligence (AI) in a single interface.

These platforms are convenient, scalable and interoperable by design, positioning them to become the foundational infrastructure of the region’s emerging digital economy.

Unlike traditional financial institutions or standalone fintech solutions that often require users to adapt, communication-led platforms are inherently intuitive.

Their communications foundation translates into a frictionless user experience that capitalizes on habitual engagement rather than demanding behavioural change. This is where accessibility is elevated to a new paradigm that is not simply about service availability but about seamless usability, relevance and deep user integration.

A powerful example comes from China, where WeChat evolved from a simple messaging app into a comprehensive financial ecosystem. Today, WeChat Pay enables seamless peer-to-peer transfers, bill payments, investments and government services, integrated within one platform used daily by over a billion people.

This communication-first approach has expanded financial inclusion and redefined how millions engage with their economy.

A similar shift is underway in MENA. Botim, originally a voice-over internet protocol-based app, has expanded to include financial services, lowering entry barriers often associated with traditional banking.

This evolution is being shaped by technology and through partnerships across sectors. By integrating everyday financial tasks into a familiar interface, Botim reflects how digital platforms can drive broader economic participation.

This transformation is being catalysed by strategic investment. In 2024, global financial institutions recognized the region’s digital momentum, exemplified by Citigroup’s $500 million investment in Astra Tech’s lending platform, Quantix.

This capital injection underscores a growing confidence in the region’s fintech potential and accelerates innovation in credit access, digital identity and financial literacy.

Importantly, this convergence is not replacing traditional finance; it is augmenting it. Fintechs are helping expand the reach of regulated financial services, often working in collaboration with traditional institutions and regulatory bodies.

In doing so, they strengthen financial systems, deepen economic resilience and promote inclusive growth.

While platform design facilitates access, AI is key to personalization and scale. In MENA, where fintech net revenues are projected to grow at 35% annually through 2028 – more than double the global average – AI is emerging as a critical enabler of tailored financial services.

From adaptive credit scoring models to multilingual virtual assistants, AI allows platforms to meet users where they are, linguistically, culturally and economically.

For users with limited digital or financial literacy, AI can transform complex processes such as salary disbursement, utility payments or accessing government services into seamless, guided journeys.

By embedding these capabilities within familiar platforms, particularly those rooted in everyday communication, friction is minimized and adoption is accelerated.

In markets like the Gulf Cooperation Council, where digital transformation is unfolding rapidly, AI is helping lower barriers to entry while simultaneously fostering deeper engagement.

It does so by delivering relevant, contextualized interactions – often in real time and in the user’s preferred language, whether through text or voice. This emphasis on clarity and accessibility ensures that even first-time users can participate easily in the digital economy and make informed financial decisions.

Beyond its social value, inclusive fintech is proving to be an engine of economic growth. The MENA fintech market is projected to grow from $1.66 billion in 2025 to $2.63 billion by 2030.

According to regional forecasts, full digital integration could increase gross domestic product per capita by up to 46% over the next three decades, with nearly $300 billion in added value in the first year of implementation alone.

This is largely driven by rising mobile and internet penetration. According to the World Bank, while 1.3 billion adults remained unbanked globally in 2024, digital payments are on a steep upward trajectory, reshaping how underserved communities enter the financial system.

Governments across the region increasingly recognize the economic and social value of digital financial inclusion and are actively supporting its advancement by integrating public services into familiar digital environments.

This embedded service model, where services are integrated within platforms people already trust and use, demonstrates the power of public-private collaboration in accelerating accessibility.

The next wave of financial inclusion is not about building new systems, but about reimagining existing ones. Platforms that were once used only for messaging are now multifunctional ecosystems integrating fintech, AI and public services.

This transformation positions inclusion as the core objective of digital inclusion rather than a byproduct. In the digital age, true inclusion is defined not by proximity to a bank branch but by the ability to engage with trusted, intelligent platforms that meet people where they are.

As MENA continues to redefine the boundaries of what digital platforms can do, the region offers a blueprint for emerging markets worldwide. Fintech and AI are no longer peripheral tools. They are foundational enablers of inclusive growth, capable of turning everyday interactions into pathways toward economic empowerment.