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Define a good outcome before you count anything, then bring finance in

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Casey asked what "improve outcomes" even means, and I think that's the place to start. Have you defined what a good outcome looks like?

"I hope it's not closing a thousand tickets instead of one hundred tickets because that doesn't guarantee value."

Nobody has KPIs yet for the new tone, clarity and empathy scores, and there's no spot on the dashboard for them. So write the definition first, then count. And bring your CFO into it: "CFOs need to come into the tent and help us figure this out."

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The next step

That's the moment. Here is how you make it yours.

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