cx-change-evidencelisted

# Evidencing that a change actually happened Somebody needs to show that a support change was made: a policy updated after a complaint theme, a script corrected after a conduct finding, a new step added after an audit. The evidence usually offered is the approval — a ticket, a meeting minute, a sign-off. **An approval is evidence of a decision, not of a change.** The questions that get asked next are when it took effect, who it reached, and whether behaviour actually changed — and those are answerable from support data, which is why this analysis exists. It matters most for remediation. A remediation whose effective date is wrong, or which never reached part of the operation, leaves customers affected after the date the firm says it was fixed. That is a worse position than not having remediated, because it has been asserted. ## Four dates, and they are not the same day Establish each separately: 1. **Decision date** — when it was approved. 2. **Effective date** — when the changed artefact actually went live: the macro updated, the article published, the routing rule deployed, the scorecard version released. 3. **Communication date** — when the people who had to act on it were told. 4. **Adoption date** — when behaviour actually changed, which is observable and is usually the latest of the four. The gap between 1 and 2 is where remediation dates get overstated. The gap between 2 and 4 is where "we made the change" fails on contact with the evidence. **Report all f