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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.

Anchoring in Customer Experience: What It Is, With Examples
Behavioral EconomicsOctober 2026

Anchoring in Customer Experience: What It Is, With Examples

Anchoring bias lets the first number a customer sees set the yardstick for every judgement after it. Here's how it shapes CX, with real examples and ethical limits.

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02 —All Articles

The Journal.

How Zara designs its customer experienceCustomer Experience

How Zara designs its customer experience

Chloe HartleyOct 2026
Community Loyalty: Why Belonging Beats Points ProgrammesCustomer Experience

Community Loyalty: Why Belonging Beats Points Programmes

Julian FordSept 2026
Why Measuring Process Performance the Customer's Way MattersCustomer Experience

Why Measuring Process Performance the Customer's Way Matters

James WhitfieldSept 2026
Why Customer Co-Design Beats Feedback: A Service Design PlaybookService Design

Why Customer Co-Design Beats Feedback: A Service Design Playbook

Charlotte VanceSept 2026
Why Partner Portals Fail — and How to Build One Partners UseService Design

Why Partner Portals Fail — and How to Build One Partners Use

Zoe MerrickSept 2026
Cognitive Load: Why Simpler Journeys Still Feel ExhaustingBehavioral Economics

Cognitive Load: Why Simpler Journeys Still Feel Exhausting

Mia FairfaxSept 2026
Building a CX Maturity Roadmap That Survives Year TwoStrategic Planning

Building a CX Maturity Roadmap That Survives Year Two

Harper QuinnSept 2026
Inside IKEA's Store Layout: The Choice Architecture of ShoppingBehavioral Economics

Inside IKEA's Store Layout: The Choice Architecture of Shopping

Chloe HartleySept 2026
Retention vs Acquisition: The Real Economics of GrowthCustomer Loyalty

Retention vs Acquisition: The Real Economics of Growth

Julian FordSept 2026
Why Customer Handoffs Fail — And How to Redesign the SeamsService Design

Why Customer Handoffs Fail — And How to Redesign the Seams

James WhitfieldSept 2026
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

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