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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.

Delivering Consistent CX Through Channel Partners
Customer ExperienceAugust 2026

Delivering Consistent CX Through Channel Partners

Most brands lose control of their customer experience the moment a partner enters the room. Here's how to engineer consistency across intermediated journeys.

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02 —All Articles

The Journal.

How to Build a CX Operating Model That Actually ScalesOrganizational Transformation

How to Build a CX Operating Model That Actually Scales

Harper QuinnAug 2026
Designing Self-Service Customers Actually PreferService Design

Designing Self-Service Customers Actually Prefer

Samuel HayesAug 2026
How to Build a Customer Journey Map Teams Actually UseService Design

How to Build a Customer Journey Map Teams Actually Use

Charlotte VanceAug 2026
How Sony Designs Customer Experience: The Kando FrameworkCustomer Experience

How Sony Designs Customer Experience: The Kando Framework

Chloe HartleyAug 2026
Finding the Bottlenecks That Hurt Customers MostService Design

Finding the Bottlenecks That Hurt Customers Most

James WhitfieldAug 2026
Designing Digital Government Services Citizens TrustService Design

Designing Digital Government Services Citizens Trust

Leo AshworthAug 2026
CX Governance: Roles, Rituals, and Decision RightsOrganizational Transformation

CX Governance: Roles, Rituals, and Decision Rights

Harper QuinnAug 2026
What Partner Experience Is and Why It Matters for CXCustomer Experience

What Partner Experience Is and Why It Matters for CX

Zoe MerrickAug 2026
NPS, CSAT, and CES: Which Metric to Use WhenFeedback Management

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

Amelia WrenAug 2026
Emotional Loyalty vs Transactional Loyalty: What Actually Keeps CustomersCustomer Loyalty

Emotional Loyalty vs Transactional Loyalty: What Actually Keeps Customers

Julian FordAug 2026
Loss Aversion in Pricing: Why Every Price Is a Loss FrameBehavioral Economics

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

Mia FairfaxAug 2026
How to Design an Employee Journey Map That Drives ActionEmployee Experience

How to Design an Employee Journey Map That Drives Action

Oliver GrantAug 2026
How AI Agents Are Changing Customer Service for RealDigital Transformation

How AI Agents Are Changing Customer Service for Real

Samuel HayesAug 2026
How Disney Engineers a Magical Customer Experience at ScaleCustomer Experience

How Disney Engineers a Magical Customer Experience at Scale

Chloe HartleyAug 2026
Choice Architecture: Designing Better Default OptionsBehavioral Economics

Choice Architecture: Designing Better Default Options

Mia FairfaxAug 2026
Service Blueprinting: Making the Backstage VisibleService Design

Service Blueprinting: Making the Backstage Visible

Charlotte VanceAug 2026
Closing the Loop on Customer Feedback: Inner & Outer LoopFeedback Management

Closing the Loop on Customer Feedback: Inner & Outer Loop

Amelia WrenAug 2026
How to Build a Voice of Customer Programme From ScratchFeedback Management

How to Build a Voice of Customer Programme From Scratch

Amelia WrenAug 2026

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