Why has customer engagement with Abrigo's Financial Crime Prevention platform declined by 20% since the latest update?

Introduction

The recent 20% decline in customer engagement with Abrigo's Financial Crime Prevention platform following the latest update is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the product and its users.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to the update. Could you provide more details about what changes were implemented in the latest update?

Why it matters: Understanding the specific changes helps pinpoint potential causes. Expected answer: A list of major features or changes in the update. Impact on approach: Directs focus to specific areas of the platform affected by the update.

• Considering user segments, I'm wondering if this decline is uniform across all user types. Have you noticed any patterns in engagement drop-off among different user segments?

Why it matters: Identifies whether the issue is widespread or specific to certain users. Expected answer: Data showing engagement trends across different user segments. Impact on approach: Helps tailor solutions to specific user groups if necessary.

• Given the nature of financial crime prevention, I'm curious about any recent regulatory changes. Have there been any significant shifts in compliance requirements that might affect how users interact with the platform?

Why it matters: External factors could be influencing user behavior. Expected answer: Information on recent regulatory changes, if any. Impact on approach: May require adjustments to the platform to meet new compliance standards.

• Thinking about the metric itself, I'm wondering about its composition. Has there been any change in how customer engagement is measured or defined since the update?

Why it matters: Ensures we're comparing apples to apples in our analysis. Expected answer: Confirmation of consistent measurement methods or details of any changes. Impact on approach: May require recalibration of our analysis if measurement methods have changed.