PROGRAM DESCRIPTION

XM Studio is a new, members-only, certificate-bearing workshop experience designed to move beyond discussion and into practical application. Grounded in the five core competencies of experience management, this highly interactive two-part program helps practitioners identify critical organizational challenges, evaluate their impact, and apply actionable solutions that drive measurable outcomes.

Delivered over two sessions spaced two weeks apart (first and third Thursday each month), XM Studio combines expert facilitation, peer collaboration, guided assignments, and real-world application to create a structured learning journey focused on turning insight into progress.

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SEPTEMBER WORKSHOP DESCRIPTION

The first in a two-part certificate-bearing webinar series spaced two weeks apart, XM Studio — Foundations delves into a significant industry problem and its costs. This month's XM Studio features Valerie Choniuk, a senior healthcare leader.

​SESSION DESCRIPTION

​The Loyalty Illusion: Why Patients/Customers Leave Even When Everything Looks Perfect

​Organizations, healthcare, and otherwise often invest in new processes, technologies, and operational improvements without addressing the psychological forces that shape how patients, physicians, and employees actually think, feel, and behave. When factors such as trust, perception, motivation, emotion, and cognitive bias are overlooked, even well-designed experience initiatives can fail to gain engagement or change behavior. The cost of inaction is significant: lower patient adherence and retention, increased clinician burnout and turnover, greater patient safety risks, recurring service failures, and rising operational costs.

​Whether you work in healthcare or not, this session examines why traditional, logic-driven approaches often fall short and how psychological principles can help close the gap between intended and actual outcomes.

​XM Studio - Solutions, follows in two weeks. Registering for XM Studio - Foundations automatically registers you for the second session on September 17.

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