Our customer experience specialists work closely with you to design and implement strategies that align with your goals — whether that means elevating what already exists or creating something entirely new.
We help you embed a customer-first culture, humanise your digital experiences, and enhance employee engagement so your business can grow from the inside out.
Adopt a compassionate, insight-led mindset that goes beyond transactions.
We help leaders and teams put customers at the centre of every decision, exceed expectations, and build long-term relationships grounded in trust and loyalty.
Keywords: customer-first culture | customer-centric strategy | customer loyalty | long-term relationships
Technology should amplify connection — not replace it.
We help you create unforgettable customer experiences that feel personal, consistent, and emotionally engaging across every digital touchpoint.
Keywords: human-centred design | digital experience | CX strategy | AI and empathy
Great CX starts with EX.
We work with you to build a motivated, emotionally intelligent workforce equipped to deliver exceptional service.
When employees feel valued, customers feel it too — driving satisfaction, loyalty, and advocacy.
Keywords: employee experience | workplace engagement | customer satisfaction | employee motivation
Customer-obsessed organisations grow revenue and profit materially faster than peers, and retain more customers. (Forrester)
Highly engaged teams drive measurable profitability gains through stronger presence, higher quality, and greater customer attentiveness.
Customers will pay more for the experience qualities that matter — 43% pay more for convenience and 42% for a friendly, welcoming experience. (PWC)
Only 39% of UK adults express confidence in financial services — closing this gap is a direct opportunity for firms that make outcomes clearer and fairer. (FCA)
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Silos that hide the whole journey. Managers chasing local KPIs over shared outcomes.
Leaders saying “customer-centric” without building it into how decisions get made.
Teams don’t see the same journey.
Handover rules are unclear.
Decisions take too long to reach the customer.
KPIs reward silos, not outcomes.
Employees aren’t empowered to act.
A shared, plain-English journey map owned by names, not teams.
Visible bot-to-human handovers customers can understand.
Signals turned into live changes in days, not months.
Scorecards that balance EX, CX and outcomes people can feel.
Leaders modelling customer-first choices in every forum.
A comprehensive analysis of your current customer experience ecosystem, identifying critical gaps between intention and reality. This thorough assessment examines customer journeys, employee experience, operational processes, and leadership alignment to create a detailed transformation roadmap.
Personalised guidance for leadership teams navigating complex CX transformation. This service combines strategic direction with practical implementation support, ensuring that customer-centric principles become embedded in daily operations and decision-making processes.
Interactive sessions designed to build capability and alignment across all levels of your organisation. These workshops blend theory with practical application, giving teams the tools and confidence to deliver exceptional customer experiences consistently. (Online and F2F)
Engaging keynotes and presentations that inspire cultural change and provide actionable insights. Perfect for conferences, leadership off-sites, or team events seeking to catalyse customer-centric thinking and build momentum for transformation..
Strategic guidance on fostering communities both internally and externally to support your customer experience goals. This service helps organisations create sustainable networks that drive ongoing improvement and innovation. #HumanFirst - Empowering People Before Tech
Are you already a customer-centric organisation and want to be officially authorised and proudly display the Badge of Honour on your Channels? We are authorised to run the globally recognised C.I. Assessments, which are currently run by TATA in the JLR arm.
Building the foundation for customer centricity through aligned values, behaviours and communication
Creating internal experiences that empower your people to deliver their best work with empowerment and purpose.
Leveraging human psychology and emotional connections to create meaningful experiences through people training and engagement channels.
Designing experiences with purpose and ensuring operational systems support consistent delivery with the customer-led approach.
Understanding customer needs, pain points, and journeys to create memorable interactions at every touchpoint.
Using metrics and insight meaningfully to inform strategic decisions and create a culture of ongoing enhancement.
It is crucial to remember that culture is the foundation of CX transformation and when aligned with customer-centricity principles, it has the potential to drive lasting change
This isn’t just theory—it’s the practical foundation for every strategy, toolkit, and workshop I deliver to organisations seeking transformation.
The book explores how technology and humanity can coexist in creating exceptional customer experiences, providing actionable frameworks that organisations of any size can implement.
If you want to understand why culture and customer centricity matter more than ever in the age of artificial intelligence and digital transformation, start here.
The principles inside form the backbone of the RU-CX methodology and will give you clarity on where your organisation stands today—and where it could be tomorrow.
For organisations ready to take meaningful steps toward customer centricity but who need expert guidance without full outsourcing, these collaborative options provide the perfect balance of support and internal ownership.
The Maturity Snapshot provides a mirror to show where ‘You’ think the gaps are within your organisation’s current state across the RU-CX 6-Stage Framework. Providing you with strategies you can tackle.
However, the real benefit will come from us running a full internal audit across your departments and levels. This process delivers actionable insights within weeks not months.
Quick insight into your strengths & blind spots across all six dimensions
Evidence-based assessment through targeted stakeholder interviews and documentation review
Clear prioritisation of next steps for maximum impact with minimum disruption
Executive summary designed for leadership alignment and decision-making
The RU-CX Toolkit transforms theory into practice with ready-to-implement resources that empower your teams to drive change from within. This comprehensive set of materials bridges the gap between understanding and action.
It’s for teams who are ready to turn intent into action — one conversation, one insight, one real shift at a time.
Workshop frameworks for facilitating meaningful conversations about customer centricity
Team engagement templates designed to break down silos and create shared understanding
Decision-making guides that embed customer-centric thinking into everyday choices
Measurement tools that track progress in ways that matter beyond standard metrics
I've seen brilliant people silenced, toxic cultures ignored, and customer trust eroded. I'm here to change that. 𝘛𝘰 𝘩𝘶𝘮𝘢𝘯𝘪𝘴𝘦 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 𝘪𝘯 𝘢 𝘥𝘪𝘨𝘪𝘵𝘢𝘭 𝘸𝘰𝘳𝘭𝘥 𝘣𝘺 𝘩𝘦𝘭𝘱𝘪𝘯𝘨 𝘰𝘳𝘨𝘢𝘯𝘪𝘴𝘢𝘵𝘪𝘰𝘯𝘴 𝙫𝙖𝙡𝙪𝙚 𝙩𝙝𝙚𝙞𝙧 𝙥𝙚𝙤𝙥𝙡𝙚 𝙛𝙞𝙧𝙨𝙩, 𝘣𝘦𝘤𝘢𝘶𝘴𝘦 𝘵𝘩𝘢𝘵’𝘴 𝘸𝘩𝘦𝘳𝘦 𝙧𝙚𝙖𝙡 𝙜𝙧𝙤𝙬𝙩𝙝 𝘣𝘦𝘨𝘪𝘯𝘴.
But I’ve also seen the remarkable transformation that occurs when organisations genuinely align their internal culture with their customer promises, when employees feel valued and empowered.
When leaders demonstrate authentic commitment to serving customers. When decisions consistently reflect customer-centric values rather than just quarterly targets.
My mission is to bridge this gap—to help organisations create environments where customer centricity flows naturally from a healthy, aligned culture rather than being forced through metrics and mandates.
I believe that in today’s digital world, the human element of business matters more than ever, and that organisations that understand this will not only survive but thrive.
Every workshop I facilitate, every audit I conduct, and every toolkit I create is designed with this singular purpose: to help your organisation become one where exceptional customer experiences are the natural outcome of an aligned, empowered team.
“Great speakers are made not born.” Muss Haq presented at our “PRONOVEA GLOBAL CX INNOVATION SUMMIT 2022” in Vienna last year. He is a very dynamic speaker who presents his ideas in an exciting and interactive manner. He brings positive energy and enthusiasm to the meeting room and helps in setting up right stage for a successful event. His presentations engage the audience and enable a dialogue for true interaction between all parties. His session during the CX event was very informative, thought provoking & inspiring. The feedback we received on his presentation has been extremely positive and valuable to all who attended the event. Muss brings such valuable knowledge and insights about CX and Contact Centers landscape in a practical and applicable way. I am really thankful to him for presenting at our event and looking forward to collaborate with him in our upcoming events. I wish him all success in his future endeavors.”
Rajat SharmaPRONOVEAMuss’ presentations are always well-researched and highly informative. His knowledge of and passion for CX shines through in his speaking engagements and he is a great addition to a CX agenda. Thanks Muss!”
Chloe ChappellCX NetworkMuss was an absolute pleasure to deal with, his expertise on CX is second to none. He brings with him brilliant examples and practical advice on how to get closer to your consumer. I look forward to working with him again in the future.
Emma DonigerRichmond EventsUltimately, this book offers strategic insights and practical steps to help businesses intentionally design great customer experiences by valuing empathy, innovation, and operational excellence, with the goal of using AI to amplify human connection... It is an honor to learn from the wisdom and experiences you’ve shared in this book.”
Dr Payam Naqvi Professor"The Maturity Snapshot assessment was clean, clear, and easy to digest — exactly the kind of insight leaders need to move fast. I appreciated both the depth and the simplicity of the report."
Lara KThe CXO Maker
