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ReadExperience JournalArticles & research on CX, behavior, and transformation.Watch & listenExperience LoomOur video podcast on CX & behavior.CuratedCX NewsIndustry news that matters in CX, minus the noise.

Latest articles

Customer ExperienceMapa del recorrido del cliente de Amazon: cada etapa explicada Behavioral EconomicsAnclaje en experiencia de cliente: qué es y ejemplos reales

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Ep. 03 · Customer LoyaltyCustomer Loyalty, Brand Loyalty & CX Ep. 02 · Artificial IntelligenceAI in Customer Experience

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RetailAmazon bloquea en su marketplace al agente de compras Muse de Meta FintechFintechOS capta 28 millones de dólares en deuda y capital

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Opinion · Experience Journal

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Insights, frameworks and analysis from the Renascence team — on customer experience, behavioral economics, service design and the future of how brands serve people.

01 —Featured

This month's read.

Mapa del recorrido del cliente de Amazon: cada etapa explicada

Customer ExperienceNovember 2026

Mapa del recorrido del cliente de Amazon: cada etapa explicada

Amazon no diseña su recorrido para generar deleite, sino para eliminar fricción en cada etapa, desde el descubrimiento hasta la fidelización.

Read the article

02 —All Articles

The Journal.

Anclaje en experiencia de cliente: qué es y ejemplos reales

Behavioral Economics

Anclaje en experiencia de cliente: qué es y ejemplos reales

Valentina RíosOct 2026

Chatbots frente a la transferencia a humanos: diseñando el equilibrio

Customer Experience

Chatbots frente a la transferencia a humanos: diseñando el equilibrio

Sebastián MolinaSept 2026

Carga cognitiva y simplificación del recorrido del cliente

Customer Experience

Carga cognitiva y simplificación del recorrido del cliente

Valentina RíosSept 2026

Gobierno proactivo: servicios que llegan al ciudadano primero

Gobierno proactivo: servicios que llegan al ciudadano primero

Javier CastilloSept 2026

Hábitos de coaching de gerentes que mejoran la satisfacción del cliente

Customer Experience

Hábitos de coaching de gerentes que mejoran la satisfacción del cliente

Mateo HerreraSept 2026

Gestión de programas de CX multifuncionales

Customer Experience

Gestión de programas de CX multifuncionales

Sofía ReyesSept 2026

Vinculando las métricas de VoC con los ingresos y la retención

Customer Experience

Vinculando las métricas de VoC con los ingresos y la retención

Isabela CruzSept 2026

Plataformas de datos de clientes en tiempo real y CX

Customer Experience

Plataformas de datos de clientes en tiempo real y CX

Sebastián MolinaSept 2026

Construyendo confianza en las instituciones públicas a través de la experiencia

Customer Experience

Construyendo confianza en las instituciones públicas a través de la experiencia

Javier CastilloSept 2026

Onboarding de primera línea: el primer touchpoint del cliente

Employee Experience

Onboarding de primera línea: el primer touchpoint del cliente

Mateo HerreraSept 2026

Cómo priorizar un portafolio de iniciativas de CX sin política

Strategic Planning

Cómo priorizar un portafolio de iniciativas de CX sin política

Sofía ReyesSept 2026

Cómo Starbucks fomenta la lealtad de los clientes

Customer Experience

Cómo Starbucks fomenta la lealtad de los clientes

Lucía FernándezSept 2026

Campañas de recuperación de clientes que respetan al cliente

Customer Experience

Campañas de recuperación de clientes que respetan al cliente

Alejandro VargasSept 2026

Text Analytics: Cómo Minar el Feedback No Estructurado del Cliente

Feedback Management

Text Analytics: Cómo Minar el Feedback No Estructurado del Cliente

Isabela CruzSept 2026

Automatizar el centro de contacto de manera responsable

Customer Experience

Automatizar el centro de contacto de manera responsable

Sebastián MolinaSept 2026

Reducir las transferencias que frustran a los clientes

Customer Experience

Reducir las transferencias que frustran a los clientes

Andrés PeñaAug 2026

Diseño de recorridos omnicanal que se sienten fluidos

Customer Experience

Diseño de recorridos omnicanal que se sienten fluidos

Camila OrtegaAug 2026

El stack tecnológico de CX moderno: arquitectura, no colección de herramientas

Digital Transformation

El stack tecnológico de CX moderno: arquitectura, no colección de herramientas

Sebastián MolinaAug 2026

Excelencia operativa: la arquitectura invisible de la experiencia

Excelencia operativa: la arquitectura invisible de la experiencia

Andrés PeñaAug 2026

Prueba Social: Por Qué el Cliente Confía Más en la Multitud

Behavioral Economics

Prueba Social: Por Qué el Cliente Confía Más en la Multitud

Valentina RíosAug 2026

Experiencia B2B2C: por qué la marca no controla la promesa que hace

Customer Experience

Experiencia B2B2C: por qué la marca no controla la promesa que hace

Daniela GuerreroAug 2026

Medición de la satisfacción con los servicios públicos

Customer Experience

Medición de la satisfacción con los servicios públicos

Javier CastilloAug 2026

Cómo conseguir el respaldo de los ejecutivos para la CX

Customer Experience

Cómo conseguir el respaldo de los ejecutivos para la CX

Sofía ReyesAug 2026

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