2024 Summer Best Practice Showcase (Virtual)

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Customer Outcomes

Published on 26 September 2024

Customer Outcomes

This module discusses enhancing customer outcomes through quality and improvement processes under regulatory frameworks:
 - Customer-Centric Outcomes: Emphasises achieving the right customer outcomes to enhance satisfaction and loyalty while reducing costs and boosting revenue.
 - Cultural and Measurement Shift: Moves from tick-box evaluations to outcome-based assessments, necessitating significant changes in performance culture.
 - Quality and Process Improvement: Advocates for a holistic approach to quality, assessing the entire customer journey to drive improvements across the organisation.

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