Solutions/Customer Centricity/Phase 5: Renew, Grow, Course-Correct/Demo: Customer Centricity Dashboard
Interactive demo / Phase 05 Renew, Grow, Course-Correct

Customer Centricity Dashboard

One cockpit. Three views. The same data tells the RM what to coach, the segment lead what to recalibrate, and the executive what to decide. The loop closes here and feeds the next quarter sharper than the last.

Quarterly review
Step 1 of 3
Phase 05 demo / Renew, Grow, Course-Correct

Three minutes inside the executive cockpit.

The monthly outcomes from Phase 4 compound into the quarterly dashboard. Three measurement levels read at a glance. Pivot between RM, Segment, and Executive views to see the same data through three different lenses. The Quarterly Review Record is what the Customer Outcomes Forum sees on Monday.

Handoff from Phase 04 / Run & Review

Q3 2026 cumulative outcomes

36 active solutions across the book · 4 segments · 4 RMs · 12 toolkits in the JTBD library
3 steps total Sandbox style · pivot between three views Loop closes back to Phase 1 at the end
Return to Phase 5: Renew, Grow, Course-Correct
CUSTOMER CENTRICITY DASHBOARD Q3 2026 review 36 active solutions · 4 segments · cumulative through 30 September
Level 01
Relationship outcomes
9.2/ 10
+0.4 vs Q2 · CES improving
Are we solving client problems and creating value?
Level 02
Portfolio health
+1.8pp RAROC
92% within RAF · NPL trending down
Is centricity improving risk and profitability?
Level 03
Institutional learning
68% reuse
+12pp vs Q2 · toolkit confidence climbing
Are we learning faster than the market changes?
Time-to-solution · quarterly trend
-50% YoY · from 14 days to 7
14d
Q1
11d
Q2
7d
Q3
5d
Q4 target
Renew & grow
24
Win condition met or exceeded. Limit expansion or pricing improvement reviewed.
Course-correct
9
Mini-turnaround plan, revised covenants, or cash-flow support measures.
Exit / reclassify
3
Structured recovery process with full historical data and documentation.
Loop closes into Phase 01 next quarter

Working-capital toolkit confidence raised to 9.4 / 10. Concentration toolkit recalibrated. FX hedge thresholds tightened.

Three RAF parameters refined based on field outcomes. Manufacturing sector cap recommendation logged for Pricing & Toolkit Committee. Next quarter starts sharper than this one did.

Quarterly Review Record · Phase 05

Q3 2026 Customer Centricity review

36 active solutions · cumulative through 30 September · for the Customer Outcomes Forum

Three measurement levels

L1
Relationship outcomes: 9.2 / 10. CES improving. Time-to-solution down 50% YoY from 14 days to 7.
L2
Portfolio health: RAROC uplift +1.8 percentage points. 92% of offers within RAF. NPL ratio trending down.
L3
Institutional learning: Toolkit reuse 68%, +12 percentage points versus Q2. Working capital toolkit confidence 9.4 / 10.

Three-path decisions this quarter (36 solutions reviewed)

24
Renew & grow. Win condition met or exceeded. Limit expansion or pricing improvement under review.
9
Course-correct. Mini-turnaround plan with revised covenants. Tujenge Industries leads the list with concentration toolkit recalibration.
3
Exit / reclassify. Structured recovery, full data trail handed to Special Servicing.

Loop-close decisions for Q4

A
Working-capital toolkit: confidence raised from 9.0 to 9.4 / 10. Default selection for matching JTBD signals.
B
Concentration toolkit: covenant trigger tightened from 75% to 72%. Quarterly diversification review added.
C
FX hedge thresholds: tightened from 60% to 55% unhedged threshold. Forward FX cover added to default toolkit for FX-exposed JTBDs.
D
Manufacturing sector cap: recommended +10% increase logged for Pricing & Toolkit Committee.

Q-Lana practitioner view

Practitioner read: this is what compound learning looks like in practice. Three quarters of disciplined cycles produce a sharper diagnostic, a faster offer, and a healthier book. The headline numbers tell the board the story. The three-path decisions and the toolkit refinements tell the institution what to do differently next quarter. The loop has closed. Phase 1 starts again, but the next discovery starts already smarter.

✓
Quarterly review locked · ready for Customer Outcomes Forum · loop feeds Phase 1 next cycle
The loop closes · start the next cycle

Phase 1: Discover & Diagnose

Phase 5 feeds Phase 1. The next discovery starts sharper because the toolkit, the RAF, and the JTBD library all carry forward what the institution learned this quarter.
Restart the lifecycle →