Banking Experience Performance System

Member friction is a
P&L input.
Not a satisfaction metric.

Two practitioner-built systems — the five-layer Voice of Member architecture and the RHI/PFI dual-index — working together to convert member signals into funded organizational action. Built inside regulated financial institutions. Designed to survive CFO scrutiny.

See the Process The Two Systems
2
Integrated Systems
6
Conversion Stages
5
VoM Layers
CFO
Ready by Design

The Conversion Logic

Every member signal follows the same path — from raw friction to a funded decision. Both systems operate across all six stages simultaneously.

01 Friction Captured
02 Signals Unified
03 Dollar Value Attached
04 Segment Prioritized
05 Action Executed
06 Outcomes Governed

System One — Listening Architecture

Layered Voice of
Member Framework

Five layers that move member feedback from raw signal to strategic decision. Two parallel tracks — data architecture and operating model — run simultaneously from day one so insight and action are never separated.

LAYER 01 · TRACK A Multi-Channel Listening 1 LAYER 02 · TRACK A Processing & Unification 2 LAYER 03 · TRACK A Insights & Predictive Intelligence 3 LAYER 04 · TRACK B Action & Closed-Loop 4 LAYER 05 · TRACK B Governance & Strategic Impact 5 OPERATING MODEL ↑ DATA ARCHITECTURE ↓
Track A — Data Architecture Layers 1–3: capture, unify, and analyze member signals at scale
Track B — Operating Model Layers 4–5: closed-loop action, sprint pods, governance, and P&L reporting

System Two — Decision Architecture

RHI/PFI
Dual-Index System

Two behavioral indexes that together answer the question every CFO asks: which members are at risk, what is the dollar value of that risk, and what do we do first?

Relationship Health Index

RHI

Weighted composite of member sentiment — NPS, CSAT, complaint signals, and qualitative feedback unified into a single score

Predictive Flight Index

PFI

Behavioral signal index — product adoption, transaction frequency, digital engagement, and lifecycle indicators predicting churn or growth

Four-Quadrant Segmentation Model

Happy, Not Ours

↑ RHI ↓ PFI

Trust without depth — primary relationship lives elsewhere. Acquisition opportunity with a warm foundation.

Loyal & Engaged

↑ RHI ↑ PFI

Highest CLV. Protect, deepen, and use as the benchmark for every other segment.

At Risk

↓ RHI ↓ PFI

Both indexes declining. Exit is near. Each member carries a calculable revenue-at-risk figure.

Committed, Unhappy

↓ RHI ↑ PFI

Locked in by products, not by loyalty. When they leave, they leave everything at once.

Built for Regulated Environments

Every layer and index was designed inside compliance-conscious financial institutions — not adapted from retail or tech. Governance is structural, not an afterthought.

CFO-Ready by Design

The RHI/PFI system produces a one-page decision brief for every segment: revenue at risk, cost of inaction, and the dollar value of fixing it. CX becomes a budget conversation, not a sentiment report.

The Two Systems Together

The VoM architecture feeds the indexes. The indexes feed the quadrants. The quadrants drive the action pods in Layer 4. Nothing is siloed. Everything closes the loop.