Your Outcome Assurance Session

Thirty minutes. One journey. Here is how to get the most from it.

A little preparation makes the half hour far more useful. This page tells you what we will cover, what to bring and who should be in the room.

The 30 minutes

What the session covers.

01
Your outcome and one journey
You describe the outcome you want to assure and walk us through one representative customer journey - what was said, what was recorded and what happened next.
02
How Better Outcomes would assess it
We show how that journey would be evaluated across interaction, CRM and journey evidence against your outcome criteria, using real Better Outcomes screens.
03
What your team would see
The reasoning, source evidence, confidence level and human review behind each finding - so you can judge whether it would stand up in your organisation.
04
Whether a pilot makes sense
If it does, we agree the scope, the outcome to measure and what we would need from you. If it does not, we say so.

What to bring

One representative customer journey
A journey you know well, ideally one where the outcome was uncertain or went wrong. Described from memory or with names removed is fine.
The interaction
What the customer and adviser said in the key conversation - a call summary, a chat transcript with identifiers removed, or simply your recollection.
The record around it
What the CRM or case record showed at the time, and what commitments were made.
What happened next
The follow-up contacts, the outcome the customer eventually received and how you found out about it.
Your outcome criteria, if written down
A scorecard, outcome framework or set of questions your team already uses. If nothing is written down, we will work from how you describe a good outcome.

The outcome owner
The person accountable for the outcome - head of quality, complaints, vulnerability, sales or operations.
Someone who knows the journey
A team lead or reviewer who can describe what actually happens on the calls and in the record.
Optional: risk, compliance or IT
Useful if you already know a pilot would need their sign-off. Not required for the first conversation.

A short written summary of your journey as Better Outcomes would assess it
The outcome criteria we discussed, in writing, for your team to refine
A clear recommendation on whether a pilot is worthwhile and what it would involve

Frequently asked

How long is the session?: Thirty minutes. If the conversation is useful and you want to continue, we can extend on the day or book a second session.
Is it a sales pitch?: It is a working session on your journey. You will see real Better Outcomes screens and how the evaluation works, and we will tell you plainly whether we think a pilot makes sense.
Can we bring a real call recording?: You can if your organisation permits it, but you do not need to. A summary or transcript with identifiers removed works just as well for the first session.

Need to change the time, or have a question before we meet?