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Opinion · Experience Journal

Ideas on experience, behavior & change.

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.

Why Customer Handoffs Fail — And How to Redesign the Seams
Service DesignSeptember 2026

Why Customer Handoffs Fail — And How to Redesign the Seams

Handoffs aren't a training problem, they're a process design failure. Here's how to map the boundaries where customer experience actually breaks — and fix them for good.

Read the article

02 —All Articles

The Journal.

Why Most Service Design Personas Fail Before LaunchService Design

Why Most Service Design Personas Fail Before Launch

Charlotte VanceSept 2026
Measuring Partner-Delivered Customer Experience in B2B2CCustomer Experience

Measuring Partner-Delivered Customer Experience in B2B2C

Zoe MerrickSept 2026
The Paradox of Choice: Why More Options Cost You SalesBehavioral Economics

The Paradox of Choice: Why More Options Cost You Sales

Mia FairfaxSept 2026
Building Trust in Public Institutions Through ExperienceCustomer Experience

Building Trust in Public Institutions Through Experience

Leo AshworthSept 2026
Culture as CX Strategy: Aligning Values to Customer PromisesCultural Change

Culture as CX Strategy: Aligning Values to Customer Promises

Oliver GrantSept 2026
Linking CX initiatives to business KPIsCustomer Experience

Linking CX initiatives to business KPIs

Harper QuinnSept 2026
How Netflix Personalizes the Customer ExperienceCustomer Experience

How Netflix Personalizes the Customer Experience

Chloe HartleySept 2026
Win-Back Campaigns That Respect the Customer, Not Just Their WalletCustomer Experience

Win-Back Campaigns That Respect the Customer, Not Just Their Wallet

Julian FordSept 2026
Designing Loyalty Rewards That Actually Change BehaviorCustomer Loyalty

Designing Loyalty Rewards That Actually Change Behavior

Julian FordAug 2026
Executive Sponsorship for CX: Why It Fails and How to Keep ItStrategic Planning

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

Harper QuinnAug 2026
Why Voice of Customer Programmes Fail to Drive ActionFeedback Management

Why Voice of Customer Programmes Fail to Drive Action

Amelia WrenAug 2026
Personalization at scale without being creepyCustomer Experience

Personalization at scale without being creepy

Samuel HayesAug 2026
Connecting Process Maps to Journey Maps: A CX Leader's GuideService Design

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

James WhitfieldAug 2026
Journey Mapping vs Service Blueprinting: When to Use EachService Design

Journey Mapping vs Service Blueprinting: When to Use Each

Charlotte VanceAug 2026
Social Proof and Customer Trust: The Psychology ExplainedBehavioral Economics

Social Proof and Customer Trust: The Psychology Explained

Mia FairfaxAug 2026
Why Frontline Attrition Is Really a CX ProblemEmployee Experience

Why Frontline Attrition Is Really a CX Problem

Oliver GrantAug 2026
Why CX Change Management Fails Without an Operating ModelChange Management

Why CX Change Management Fails Without an Operating Model

Harper QuinnAug 2026
Conversational AI in customer experience: what works todayCustomer Experience

Conversational AI in customer experience: what works today

Samuel HayesAug 2026
Finding and Fixing Moments of Truth in the Customer JourneyService Design

Finding and Fixing Moments of Truth in the Customer Journey

Charlotte VanceAug 2026
The Endowment Effect: Why Customers Overvalue What They Already OwnBehavioral Economics

The Endowment Effect: Why Customers Overvalue What They Already Own

Mia FairfaxAug 2026
SIPOC and Process Discovery Tools: Why Clean Maps Hide Bad CXService Design

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

James WhitfieldAug 2026
Reducing Churn: Why the Real Signals Show Up Before the ExitCustomer Experience

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

Julian FordAug 2026
Frontline Enablement: Give Service Teams the Tools to DelightEmployee Experience

Frontline Enablement: Give Service Teams the Tools to Delight

Oliver GrantAug 2026

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