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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.

Agentes de IA en servicio al cliente: diseño, no automatización

Digital TransformationAugust 2026

Agentes de IA en servicio al cliente: diseño, no automatización

Los agentes de IA no son representantes más baratos. Son canales con arquitectura emocional propia. Diseñarlos mal destruye confianza; diseñarlos bien redefine la lealtad.

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02 —All Articles

The Journal.

Lealtad emocional vs transaccional: la diferencia que importa

Customer Loyalty

Lealtad emocional vs transaccional: la diferencia que importa

Alejandro VargasAug 2026

Diseñar servicios digitales de gobierno en los que los ciudadanos confíen

Diseñar servicios digitales de gobierno en los que los ciudadanos confíen

Javier CastilloAug 2026

Gobernanza de CX: roles, rituales y derechos de decisión

Organizational Transformation

Gobernanza de CX: roles, rituales y derechos de decisión

Sofía ReyesAug 2026

Cómo Disney crea una experiencia de cliente mágica

Customer Experience

Cómo Disney crea una experiencia de cliente mágica

Lucía FernándezAug 2026

Arquitectura de elección: cómo diseñar mejores opciones predeterminadas

Behavioral Economics

Arquitectura de elección: cómo diseñar mejores opciones predeterminadas

Valentina RíosAug 2026

Arquitectura de elección: cómo diseñar mejores opciones por defecto para clientes

Behavioral Economics

Arquitectura de elección: cómo diseñar mejores opciones por defecto para clientes

Valentina RíosAug 2026

Service Blueprinting: hacer visible el backstage del servicio

Service Blueprinting: hacer visible el backstage del servicio

Camila OrtegaAug 2026

Cerrar el bucle en Voz del Cliente: del feedback a la acción

Feedback Management

Cerrar el bucle en Voz del Cliente: del feedback a la acción

Isabela CruzAug 2026

Modelo operativo de CX que escala: guía de campo

Organizational Transformation

Modelo operativo de CX que escala: guía de campo

Sofía ReyesAug 2026

Qué hace que un programa de fidelización realmente funcione

Customer Crisis Management

Qué hace que un programa de fidelización realmente funcione

Alejandro VargasAug 2026

Mapeo de procesos para CX: por dónde empezar de verdad

Mapeo de procesos para CX: por dónde empezar de verdad

Andrés PeñaAug 2026

Cómo Zara construye experiencia de cliente: velocidad, escasez y diseño conductual

Customer Experience

Cómo Zara construye experiencia de cliente: velocidad, escasez y diseño conductual

Lucía FernándezAug 2026

Qué significa la experiencia ciudadana en los servicios públicos

Qué significa la experiencia ciudadana en los servicios públicos

Javier CastilloAug 2026

La cadena EX–CX: por qué la experiencia del empleado define la del cliente

Employee Experience

La cadena EX–CX: por qué la experiencia del empleado define la del cliente

Mateo HerreraAug 2026

Cómo construir un programa de Voz del Cliente desde cero

Feedback Management

Cómo construir un programa de Voz del Cliente desde cero

Isabela CruzAug 2026

La regla del pico y el final: cómo diseñar la memoria del cliente

Behavioral Economics

La regla del pico y el final: cómo diseñar la memoria del cliente

Valentina RíosAug 2026

Cómo montar una oficina de programa de CX que funcione de verdad

Organizational Transformation

Cómo montar una oficina de programa de CX que funcione de verdad

Sofía ReyesAug 2026

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