CAB Customer Seat
The change board hears last time's customer reaction before approving Friday's window.
The job
Give customers a seat at the CAB: each proposed change shows the reaction to its last similar changes, the cost of that reaction, a pre-registered impact forecast, a quieter slot and draft comms, and next week the seat is graded on its own forecast.
The moment
The nameplate on Friday's core-banking window turns red and reads: Last time you did this on the 27th, 2,100 of us could not transfer our salaries. $1.4M in handling, 38 regulator-clock cases. The board moves the window to Tuesday 02:00, and next week the verdict reads forecast 200, actual 34.
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 vs actual), share of high-risk changes moved off payday and peak windows, and incident cost avoided in dollars
Built for
- Product & digital
- Marketing, brand & comms
