CAB Customer Seat
The change board hears last time's customer reaction before approving Friday's window.
The job
Gives customers a seat on the change advisory board. Each proposed change shows how customers reacted to similar past changes, what that cost, a forecast of impact made in advance, a quieter slot and draft messages. The forecast is graded the following week.
The moment
The change advisory board, which approves system changes, now has a seat for customers. Each proposed change shows how customers reacted to similar changes before.
The customers' nameplate beside Friday's core-banking maintenance window turns red. Last time, on the 27th, 2,100 customers could not transfer their salaries, costing $1.4 million in handling and 38 cases with a regulator deadline.
The board moves the window to Tuesday at 02:00.
The next week, the seat is graded on its own forecast: 200 complaints expected, 34 actual.
What it does
- Approve, move or require comms
- Pre-register the impact forecast
- Queue customer comms
- Record the verdict
- Refresh the change register
- Drill to last time's verbatims
What you see
A boardroom seat with a nameplate vote and a spoken statement beside a change-register scorecard
What it moves
Customer complaints per change window, forecast against actual; the share of high-risk changes moved away from paydays and peak times; and the dollar cost of incidents avoided.
Built for
- Product & digital
- Marketing, brand & comms
