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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.

衡量公众对公共服务的满意度
Customer ExperienceAugust 2026

衡量公众对公共服务的满意度

Read the article

02 —All Articles

The Journal.

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
损失厌恶如何重塑定价体验与客户决策Behavioral Economics

损失厌恶如何重塑定价体验与客户决策

徐若曦Aug 2026
客户体验流程映射:从哪里开始才对Service Design

客户体验流程映射:从哪里开始才对

陈嘉豪Aug 2026
构建团队真正使用的客户旅程地图Service Design

构建团队真正使用的客户旅程地图

马晨曦Aug 2026
Sony如何设计客户体验:从Kando到生态系统忠诚度Customer Experience

Sony如何设计客户体验:从Kando到生态系统忠诚度

周雨桐Aug 2026
情感忠诚与交易忠诚:客户为何真正留下来Customer Loyalty

情感忠诚与交易忠诚:客户为何真正留下来

林致远Aug 2026
情感忠诚度与交易忠诚度:为什么积分留不住真正的顾客Customer Experience

情感忠诚度与交易忠诚度:为什么积分留不住真正的顾客

林致远Aug 2026
设计让公民真正信任的数字政府服务Service Design

设计让公民真正信任的数字政府服务

王一凡Aug 2026

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