From operational awareness to strategic confidence.
Horizon translates what is happening inside the operation into what it means for the business — and how leadership should respond. Calibrated, evidence-based, and boardroom-ready.
The enterprise is operating with strong stability and improving workforce health, offset by a concentrated quality regression on the v2.4 release that is propagating into LOB 1 (Claims) CX. Financial performance is on plan, but renewal exposure on two Health accounts represents the dominant downside lever for the quarter. The 90-day stabilization plan, the Atlas-first decisioning cadence, and the renewed release governance gate are the three actions most likely to restore the Horizon Score to the 78+ band within 30 days. Recommend the board endorse continuation of the stabilization plan, formal codification of the dual quality/CX release gate, and elevation of Atlas pre-flight from optional to mandatory across all regulated LOBs.
Health holding above plan despite acute pressure on the Health portfolio. Composite Horizon Score 77.4, within the upper band of the last 12 months.
Forecast accuracy and adherence are recovering. Hold time still elevated but trending down post-hotfix.
NPS compressed −4.6 on DSNP. Recovery curve consistent with March 2026 playbook; expect full restoration in 5–7 days.
Quarter on plan. Renewal exposure of $1.84M on two Health accounts is the principal downside risk; 90-day stabilization plan funded.
Attendance steady, shrinkage trending down, cross-site coverage playbook in use. Coverage to plan within 1.2pp.
Compliance defects on v2.4 are the active drag. Hotfix v2.4.1 deployed; defect curve expected to normalize within 7 days.
Horizon Score projected to recover to 78.6 by end of next 30-day window assuming current actions hold. Confidence: 88%.
Eight weighted intelligence categories
- —Forecast accuracy stabilized
- —Intraday adherence recovering
- —NPS compression on DSNP
- —Transfer rate elevated
- —Attendance steady
- —Shrinkage trending down
- —v2.4 compliance defects
- —QA verification language gaps
- —Margin held
- —Revenue risk elevated but contained
- —Zero P1 outages in 21d
- —Canary release adoption
- —Model accuracy 94%
- —Atlas reasoning coverage 96%
- —Atlas-first decisioning adopted
- —Recovery playbooks codified
Customer satisfaction is improving faster than the trailing-12-month average on every LOB except DSNP.
Why · Coaching standardization + sentiment-driven script reviews are the dominant lift; DSNP is dragged by the v2.4 regression which is being actively remediated.
LOB 1 (Claims) has shown stable improvement for three consecutive weeks despite headline NPS pressure.
Why · Hold time and transfer rate are both compressing post-hotfix; NPS lags by ~5–7 days and is expected to follow the same recovery curve.
Transfer Rate stabilized within 36 hours of the staffing intervention.
Why · Combination of intraday +18 FTE coverage and targeted DSNP coaching produced the same recovery shape observed in March 2026.
Client Health has improved despite a +2.3% volume increase.
Why · Capacity model is absorbing the volume; quality drag is concentrated and not broad-based.
Workforce momentum is the most consistently positive signal in the portfolio over the last 90 days.
Why · Attendance, shrinkage, and adherence are all moving in the favorable direction; cross-site coverage playbook is reducing emergency hiring spend.
- Days 0–14Stabilize v2.4 quality regression; finalize dual release gate
- Days 15–30Elevate Atlas pre-flight to mandatory on regulated LOBs
- Days 31–60Generalize week-1 calibration; cross-site coverage codified
- Days 61–90Top-20 renewal cadence in flight; SLA buffer redesign live