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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.

Netflix如何实现个性化客户体验
Customer ExperienceSeptember 2026

Netflix如何实现个性化客户体验

Read the article

02 —All Articles

The Journal.

奖励为什么不能改变行为:忠诚度设计里的行为经济学真相Customer Experience

奖励为什么不能改变行为:忠诚度设计里的行为经济学真相

林致远Sept 2026
避免调查疲劳,同时仍能听取客户意见Customer Experience

避免调查疲劳,同时仍能听取客户意见

何佳琪Sept 2026
现代CX技术栈详解Customer Experience

现代CX技术栈详解

郭子涵Sept 2026
运营卓越:如何用流程发现拆解服务交付中的真正瓶颈Service Design

运营卓越:如何用流程发现拆解服务交付中的真正瓶颈

陈嘉豪Aug 2026
设计流畅无缝的全渠道体验之旅Customer Experience

设计流畅无缝的全渠道体验之旅

马晨曦Aug 2026
衡量合作伙伴提供的客户体验Customer Experience

衡量合作伙伴提供的客户体验

张晓彤Aug 2026
锚定效应:谁先说出那个数字,谁就定义了客户眼中的价值Behavioral Economics

锚定效应:谁先说出那个数字,谁就定义了客户眼中的价值

徐若曦Aug 2026
大规模个性化,而不令人反感Customer Experience

大规模个性化,而不令人反感

郭子涵Aug 2026
苹果如何打造其零售客户体验Customer Experience

苹果如何打造其零售客户体验

周雨桐Aug 2026
将流程图与旅程图相连接Customer Experience

将流程图与旅程图相连接

陈嘉豪Aug 2026
旅程地图与服务蓝图:何时用哪个工具做服务设计Service Design

旅程地图与服务蓝图:何时用哪个工具做服务设计

马晨曦Aug 2026
协调整个体验生态系统的激励机制Customer Experience

协调整个体验生态系统的激励机制

张晓彤Aug 2026
从倾听到行动:如何终结VoC项目中的"倾听负债"Feedback Management

从倾听到行动:如何终结VoC项目中的"倾听负债"

何佳琪Aug 2026
社会认同为何能赢得客户信任,而非只是从众?Behavioral Economics

社会认同为何能赢得客户信任,而非只是从众?

徐若曦Aug 2026
衡量公众对公共服务的满意度Customer Experience

衡量公众对公共服务的满意度

王一凡Aug 2026
员工之声不是走过场:如何搭建真正闭环的VoE项目Employee Experience

员工之声不是走过场:如何搭建真正闭环的VoE项目

吴承恩Aug 2026
SIPOC及其他用于客户体验(CX)的流程发现工具Customer Experience

SIPOC及其他用于客户体验(CX)的流程发现工具

陈嘉豪Aug 2026
降低一线员工流失率以保护客户体验Customer Experience

降低一线员工流失率以保护客户体验

吴承恩Aug 2026
公民体验中的包容性与无障碍性Customer Experience

公民体验中的包容性与无障碍性

王一凡Aug 2026
客户体验项目的变革管理Customer Experience

客户体验项目的变革管理

李思远Aug 2026
对话式AI客户体验:哪些场景今天真正管用?Digital Transformation

对话式AI客户体验:哪些场景今天真正管用?

郭子涵Aug 2026
客户体验中的对话式人工智能:当今行之有效的方法Customer Experience

客户体验中的对话式人工智能:当今行之有效的方法

郭子涵Aug 2026
发现并修复客户旅程中的关键时刻Customer Experience

发现并修复客户旅程中的关键时刻

马晨曦Aug 2026

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