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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SESSION DESCRIPTION

June’s inaugural XMStudio features Muss Haq and introduces the RU-CX Experience ROI Engine, a practical framework designed to help organizations uncover hidden revenue leakage, identify where customers disengage across the journey, and connect experience challenges directly to commercial performance.

Many organizations recognize that experience matters, yet struggle to determine the following:

• where growth opportunities are being lost,
• which friction points have the greatest business impact?
• how to prioritize improvement efforts,
• and how to build a commercially credible case for experience investment.

The RU-CX Experience ROI Engine addresses these challenges by transforming fragmented experience data into clear, board-ready insight. Rather than relying on disconnected dashboards, assumptions, or siloed decision-making, the framework provides leaders with a shared commercial view across CX, marketing, operations, and finance.

Participants will explore how the framework helps organizations:

• quantify revenue loss and growth opportunity,
• improve prioritization and investment decisions,
• strengthen retention and customer lifetime value,
• reduce churn and operational friction,
• and accelerate cross-functional decision-making.

Built as a strategic decision-support tool—not a black-box reporting model—the RU-CX Experience ROI Engine operates across three levels:

1. Organizational prioritization,
2. Customer segment analysis,
3. Product and service journey optimization.

By linking journey performance, churn, retention, and operational friction to measurable business impact, the framework helps organizations make experience management more commercially actionable, sustainable, and credible at the leadership level.

XM Studio – Foundations focuses on diagnosing the problem, identifying root causes, and understanding the operational and financial cost of inaction. XM Studio – Solutions then shifts toward implementation, helping participants apply the framework to their own organizational challenges through guided exercises and practical solution design.

If you’re ready to strengthen your organization’s experience management capabilities while learning how to connect experience initiatives directly to growth and performance, register now for XM Studio with Muss Haq.

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