Opinion · Journal d'Expérience

Idées sur l'expérience, le comportement et le changement.

Insights, cadres et analyses de l'équipe Renascence — sur l'expérience client, l'économie comportementale, la conception de services et l'avenir de la façon dont les marques servent les gens.

01 —En vedette

La lecture du mois.

Fidélisation de la clientèleAugust 2026

Designing Loyalty Rewards That Actually Change Behavior

Points and cashback rarely change behavior — they subsidize it. Real behavior change comes from goal-gradient effects, endowed progress and loss aversion, engineered on purpose.

Idées sur l'expérience, le comportement et le changement.

La lecture du mois.

Designing Loyalty Rewards That Actually Change Behavior

Le Journal.

Executive Sponsorship for CX: Why It Fails and How to Keep It

Why Voice of Customer Programmes Fail to Drive Action

Personalization at scale without being creepy

Connecting Process Maps to Journey Maps: A CX Leader's Guide

Journey Mapping vs Service Blueprinting: When to Use Each

Social Proof and Customer Trust: The Psychology Explained

Why Frontline Attrition Is Really a CX Problem

Why CX Change Management Fails Without an Operating Model

Conversational AI in customer experience: what works today

Finding and Fixing Moments of Truth in the Customer Journey

The Endowment Effect: Why Customers Overvalue What They Already Own

SIPOC and Process Discovery Tools: Why Clean Maps Hide Bad CX

Reducing Churn: Why the Real Signals Show Up Before the Exit

Frontline Enablement: Give Service Teams the Tools to Delight

Delivering Consistent CX Through Channel Partners

How to Build a CX Operating Model That Actually Scales

Designing Self-Service Customers Actually Prefer

How to Build a Customer Journey Map Teams Actually Use

How Sony Designs Customer Experience: The Kando Framework

Finding the Bottlenecks That Hurt Customers Most

Designing Digital Government Services Citizens Trust

CX Governance: Roles, Rituals, and Decision Rights

What Partner Experience Is and Why It Matters for CX

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