Thursday 9 April 2026 | 14:00 (BST) | 60 Minutes
This webinar is hosted in conjunction with:
2026 is the year firms must move from “collecting data” to truly evidencing customer outcomes.
The FCA has been explicit in its Consumer Duty publications: firms must be able to assess, test, understand, and evidence the outcomes their customers are receiving. MI dashboards, process checks, and training records alone are not enough to demonstrate the real customer experience on the ground.
This session focuses on two key capabilities within firms:
- The teams responsible for building and reinforcing employee competence through proactive, continuous learning.
- The Customer Outcome Testing teams who carry out judgement-based reviews of customer interactions and journeys to verify whether good outcomes were genuinely delivered in practice.
This session brings together experts from Square 4 and Elephants Don’t Forget to show how leading organisations are joining these two disciplines together.
You’ll discover how firms are:
- Translating FCA expectations into a clear, practical definition of “what good looks like” by evidencing real customer outcomes across training, processes, and customer journeys.
- Building credible evidence of competence by linking proactive learning and quality assurance with insight from real interactions and outcome testing.
- Using outcome testing and rich MI to create a single, practical view of true capability – showing not just what colleagues know, but how consistently they apply it.
- Moving beyond retrospective reviews to real-time insight that enables smarter coaching, faster action, and continuous improvement in customer outcomes.