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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.

主动服务型政府:services主动触达公民
Customer ExperienceSeptember 2026

主动服务型政府:services主动触达公民

Read the article

02 —All Articles

The Journal.

经理辅导习惯如何提升客户满意度:从数字通报到实时成长Employee Experience

经理辅导习惯如何提升客户满意度:从数字通报到实时成长

吴承恩Sept 2026
管理跨职能客户体验项目Customer Experience

管理跨职能客户体验项目

李思远Sept 2026
宜家如何设计店内购物体验Customer Experience

宜家如何设计店内购物体验

周雨桐Sept 2026
O-data + X-data:让运营数据验证客户体验分数Feedback Management

O-data + X-data:让运营数据验证客户体验分数

何佳琪Sept 2026
利用生成式人工智能起草客户回复Customer Experience

利用生成式人工智能起草客户回复

郭子涵Sept 2026
通过体验建立对公共机构的信任Customer Experience

通过体验建立对公共机构的信任

王一凡Sept 2026
为一线员工入职培训以实现卓越客户体验Customer Experience

为一线员工入职培训以实现卓越客户体验

吴承恩Sept 2026
对客户体验(CX)计划组合进行优先级排序Customer Experience

对客户体验(CX)计划组合进行优先级排序

李思远Sept 2026
Netflix如何实现个性化客户体验Customer Experience

Netflix如何实现个性化客户体验

周雨桐Sept 2026
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

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