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.

Économie comportementaleAugust 2026

Social Proof and Customer Trust: The Psychology Explained

Social proof isn't a marketing widget — it's trust infrastructure. Here's the behavioural science behind why customers trust other customers more than brands, and how to design for it ethically.

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

La lecture du mois.

Social Proof and Customer Trust: The Psychology Explained

Le Journal.

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

NPS, CSAT, and CES: Which Metric to Use When

Emotional Loyalty vs Transactional Loyalty: What Actually Keeps Customers

Loss Aversion in Pricing: Why Every Price Is a Loss Frame

How to Design an Employee Journey Map That Drives Action

How AI Agents Are Changing Customer Service for Real

How Disney Engineers a Magical Customer Experience at Scale

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