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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.

大规模个性化,而不令人反感
Customer ExperienceAugust 2026

大规模个性化,而不令人反感

Read the article

02 —All Articles

The Journal.

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
禀赋效应:如何在客户体验中合乎道德地设计拥有感Behavioral Economics

禀赋效应:如何在客户体验中合乎道德地设计拥有感

徐若曦Aug 2026
消除公共服务旅程中的摩擦:一套可执行的框架Service Design

消除公共服务旅程中的摩擦:一套可执行的框架

王一凡Aug 2026
客户真正偏好的自助服务:从设计哲学到实践框架Service Design

客户真正偏好的自助服务:从设计哲学到实践框架

郭子涵Aug 2026
能规模化的CX运营模型:五个核心构件与三个断裂节点Organizational Transformation

能规模化的CX运营模型:五个核心构件与三个断裂节点

李思远Aug 2026
客户反馈闭环:从收集数据到驱动变革的完整机制Feedback Management

客户反馈闭环:从收集数据到驱动变革的完整机制

何佳琪Aug 2026
服务蓝图:让后台变得可见的系统性方法Service Design

服务蓝图:让后台变得可见的系统性方法

马晨曦Aug 2026
选择架构:如何为客户设计更好的默认选项Behavioral Economics

选择架构:如何为客户设计更好的默认选项

徐若曦Aug 2026
迪士尼如何创造魔法般的客户体验Customer Experience

迪士尼如何创造魔法般的客户体验

周雨桐Aug 2026

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