ALEX MEAD · EPIC EXPERIENCES™
Term sheet · draft for discussion · not an offer
epiccsx.com/engage

The pilot is the working interview.

One ship. Thirty days read-only while your baseline is locked, then ninety live days with fees at risk on indicators you pick — commercial, trade or onboard. Keep-or-kill at day 120. This page is the whole deal, short enough to take to a board as it stands.

At the day-120 gate you are deciding who leads Sales & Service across your contact centres — not which vendor you bought.

CLAUSE 01

The shape

Four terms. Dates move with your season; the order and the gates do not.

Days 1–30
Read-only
The model connects read-only to the systems you already own. Your baseline — conversion, quote-to-book, response times, sentiment — is locked with your finance owner before anything moves. Nothing guest-facing changes in this window.
Days 31–120
Live, fees at risk
Ninety live days on one ship, one itinerary, one team. My fees sit at risk against the indicators you picked — read weekly against the locked baseline, in the open. A named human is accountable for everything that reaches a guest, from the first day to the last.
Day 120
Keep-or-kill
One meeting, your numbers on the table. Kill: the baseline, the integration contract and everything built stays with you — no further obligation, no unwind costs. Keep: the conversation moves to the mandate itself.
The option
The season, pre-priced
The full-season scope is priced before day one and exercisable at the gate — so scaling is a decision you take with the numbers in hand, not a renegotiation.
CLAUSE 02

The indicators — yours to pick

Chosen with you before day one and locked with the baseline. Menus, not promises: the pilot's job is to move the numbers you care about, measured your way.

Commercial

  • Enquiry to booking — conversion on the pilot itinerary vs baseline
  • Quote-to-book time — first answer to deposit
  • Revenue per enquiry — including the group effect: one conversation, every cabin in it

Trade

  • Agent of record, intact — through every quote, amendment and rebooking
  • Commission attribution — auditable on each booking the pilot touches
  • Advisor experience — how fast, and how completely, their client is served

Onboard

  • Near-miss recovery — time from signal to a named human with the guest
  • Sentiment, read live — every interaction, not a survey sample
  • Repeat intent — rebooking signals captured before disembarkation

Pick from these, or bring your own — the only rule is that they are written down, baselined and held to, from day one.

CLAUSE 03

What is at risk — and what never is

At risk

My fees, against your indicators. If the ninety live days don't move the numbers you picked, the risk lands on my side of the table — that is the point of the structure.

Never at risk

The guest and the brand voice. Read-only until the gate opens. A named human before anything reaches a guest. Consent enforced throughout, and your systems remain the systems of record — nothing is copied out.

CLAUSE 04

The permanent mandate

You will not find a rate card on this page, because this is not a consulting sell. The pilot exists to prove a permanent mandate: to define the vision for Customer Contact, Sales & Service on your brand and the stack you already own, build it, and then lead the teams who serve guests and advisors daily, across every channel. Your Commercial leadership stays exactly where it is; this seat exists to make their numbers easier. If day 120 says keep, the conversation is a seat, not a statement of work.

The build is the easy half. Leading the floor that runs it, every day, is the job.

CLAUSE 05

Annexes

The four questions every serious diligence asks — answered before they are asked.

A
Systems & API scope
Read-only until the gate opens, on the platforms you already pay for — CRM, contact-centre, reservations, workforce management, analytics, distribution and finance. Most of them already expose most of what the model needs. The integration contract names each feed, each owner and each gate precisely enough that every platform team knows exactly what to build — the moment-by-moment map is walked through in the first working session.
B
Expedition & offline profile
For specialist expedition itineraries where the ship's link is narrow or absent: onboard moments run offline-first, store-and-forward when the link returns. Nothing guest-critical waits on a shore call. Same terms, same indicators, same gate.
C
The greenfield clock
Launching from zero — a new brand, a new ship, no book of guests? There is no baseline to lock, so the clock changes shape: standing start to first-guest-ready, with indicators set on launch outcomes instead of uplift. Same gate discipline at day 120.
D
Data residency & governance
The model reads in place, in your systems of record — no parallel store, no shadow profiles. It reads only what the guest has invited it into; consent is revocable at any time, and the right to be forgotten is enforced where the data already lives. Policy gates sit with your legal and brand owners from day one.
CLAUSE 06

Execution

Two ways to open the conversation. Both land with a named human.

Paper it

Twenty minutes with your commercial and IT owners in the room. We leave with the indicator list drafted and the read-only scope named.

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See it working first

Seven minutes, one modelled voyage, every screen from the working build — the film this page underwrites.

Watch the brief