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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.

Journey Mapping vs Service Blueprinting: When to Use Each
Service DesignAugust 2026

Journey Mapping vs Service Blueprinting: When to Use Each

A journey map shows where an experience hurts; a service blueprint shows why and who can fix it. Here's how to use both without confusing one for the other.

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02 —All Articles

The Journal.

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
Delivering Consistent CX Through Channel PartnersCustomer Experience

Delivering Consistent CX Through Channel Partners

Zoe MerrickAug 2026
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

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