About

The consultancy born at the intersection of behavioral economics and human experience.

NOW HIRING

Join a team reshaping how the world experiences brands.

View open roles →

COMPANY

CO
Company
Meet team Renascence
PR
Our Profile
Build a tailored deck
FO
Our Founder
Aslan Patov, CEO
TM
The Team
20+ CX specialists
EX
Experience
Life at Renascence

GROW WITH US

CA
Careers
5 open positions
FR
Franchise
Build your own CX firm
PA
Partners
Our global network

CONNECT

ME
Media
Press & coverage
SU
Sustainability
Our commitment
CT
Contact
Get in touch

Services

Comprehensive CX and management consulting for enterprise brands.

ALL SERVICES

Explore the full range of CX & management consulting services.

Browse all services →

CORE

CX
Customer Experience
End-to-end transformation
BE
Behavioral Economics
Science of decisions
SD
Service Design
Journey blueprints
ST
Strategy Consulting
Management consulting
CC
Cultural Change
CX-first culture
CL
Customer Loyalty
Programs that retain

SPECIALIST

DT
Digital Transformation
Technology-led CX
EX
Employee Experience
EX drives CX
MS
Mystery Shopping
Audit experience
TP
Training Programs
Upskill teams
OT
Org. Transformation
Restructure for CX
VO
VOC Management
Listen & act

Solutions

Structured solutions that turn CX ambition into measurable outcomes.

ALL SOLUTIONS

Explore every CX solution we offer.

Browse solutions →

STRATEGY & GOVERNANCE

ST
CX Strategy
Vision, ambition & roadmap
MA
CX Maturity
Benchmark where you are
GV
CX Governance
Operating model & standards
VO
VOC Strategy
Listen, analyze, act
RM
CX Roadmaps
Turn ambition into action
CS
Comms Strategy
Communication that lands

DESIGN & DELIVERY

JR
CX Journeys
Map & redesign journeys
AC
CX Archetypes
Design for real customers
SD
Service Design
Blueprints & standards
PD
Process Design
Optimize operations
UX
UX & Wireframes
Digital experience design
ES
Escalation Strategy
Turn complaints into loyalty

CULTURE & EXPERIENCE

CR
Customer Rituals
Moments customers remember
CP
Corporate Policies
Policies that protect customers

Industries

A decade of CX transformation across the region's defining sectors.

ALL INDUSTRIES

See how we work across every sector.

Browse industries →

BUILT ENVIRONMENT

RE
Real Estate
Developers & communities
HO
Hospitality
Hotels & resorts
RT
Retail
Stores & malls
FZ
Free Zones
Authorities & zones

FINANCE & TECH

BF
Banking & Finance
Banks & wealth
TE
Technology
SaaS & platforms
EC
E-Commerce
Online retail
TC
Telecommunications
Telecom operators

PEOPLE & MOBILITY

HC
Healthcare
Providers & clinics
ED
Education
Schools & universities
AU
Automotive
Dealers & OEMs
TT
Travel & Tourism
Airlines & DMOs

Opinion

Insights, research, and conversations at the frontier of CX.

ReadExperience JournalArticles & research on CX, behavior, and transformation.Watch & listenExperience LoomThe Naked Customer — our video podcast on CX & behavior.

LATEST ARTICLES

LATEST EPISODES

Hub

Free tools, templates, and resources to advance your CX practice.

NEW · MANIFESTO

Burn the Deck. Ten Virtues. Zero Excuses. — read our manifesto for the brave consultant.

Start reading →

FREE TOOLS

TM
CX Templates
Ready-to-use templates
GM
CX Games
Interactive learning
BB
Behavioral Biases
The science of CX
TR
Trends Radar
Shifts shaping CX

LEARNING

EV
Events & Webinars
Learn & connect
WP
Whitepapers
Download research

CULTURE

VL
Values
Burn the Deck — our manifesto
Evaluate

Contrast Effect

Perception of an option is influenced by what it’s compared to.

Apply this with usAll biases
What it is

Perception of an option is influenced by what it’s compared to.

The category

A Evaluate bias — part of the REBEL behavioral library.

Origin
Discovered byTversky, A. (1977). Features of Similarity. Psychological Review, 84(4), 327–352.
How it shows up in CX

Customers judge products or experiences relative to alternatives rather than in isolation.

CX pillars it strengthens
ExpectationsIntegrity
How to design with it
1

Position strategically.

2

Present premium offerings next to basic ones to highlight value.

3

Use deliberate comparisons.

4

Frame experiences relative to previous ones to enhance impact.

5

Guide evaluations.

6

Influence perceptions by altering comparative baselines.

The evidence

Participants rated the attractiveness of a person differently when shown after an unattractive vs. attractive person. In CX, products appear better or worse depending on surrounding options.

Supporting biases
Anchoring BiasDecoy Effect
Opposing biases
Absolute JudgmentContext Independence

Related biases

Evaluate

Anchoring Bias

Customers significantly depend on the first piece of information they receive, heavily influencing their evaluations, decisions, and perceptions of value throughout their interactions.

Evaluate

Certainty Effect

Customers disproportionately value certain outcomes over uncertain yet potentially more beneficial alternatives, significantly impacting decision-making, satisfaction, and risk perceptions.

Evaluate

Certainty Preference Bias

People prefer certain outcomes over uncertain but potentially better ones.

Behavioral Biases

Design with behavior, not against it.

Explore more biases, or work with us to apply behavioral science to your customer experience.

Book a discovery callAll biases