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ReadExperience JournalArticles & research on CX, behavior, and transformation.Watch & listenExperience LoomOur video podcast on CX & behavior.CuratedCX NewsIndustry news that matters in CX, minus the noise.

Latest articles

Behavioral EconomicsBiais d'ancrage en expérience client : définition et exemples Customer ExperienceComment Zara conçoit son expérience client sans publicité

Latest episodes

Ep. 03 · Customer LoyaltyCustomer Loyalty, Brand Loyalty & CX Ep. 02 · Artificial IntelligenceAI in Customer Experience

Latest news

GeneralDigitalisation agroalimentaire : 4CAD devient partenaire de l'ANIA GeneralSalesforce rachète Cresta et ajoute la voix à sa plateforme d'agents

Hub

Free tools, templates, and resources to advance your CX practice.

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THE MANIFESTOBurn the Deck.

Ten Virtues. Zero Excuses.Start reading →THE HUB

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Burn the Deck — our manifesto

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.

Biais d'ancrage en expérience client : définition et exemples

Behavioral EconomicsOctober 2026

Biais d'ancrage en expérience client : définition et exemples

Le biais d'ancrage, identifié par Kahneman et Tversky, détermine comment les clients jugent un prix ou une offre. Exemples concrets et implications pour la conception de parcours.

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02 —All Articles

The Journal.

Comment Zara conçoit son expérience client sans publicité

Customer Experience

Comment Zara conçoit son expérience client sans publicité

Amélie FontaineOct 2026

Ritz-Carlton : comment les Gold Standards codifient le service légendaire

Customer Experience

Ritz-Carlton : comment les Gold Standards codifient le service légendaire

Amélie FontaineSept 2026

Fidélisation par la communauté : pourquoi l'appartenance bat les points

Customer Loyalty

Fidélisation par la communauté : pourquoi l'appartenance bat les points

Salma BennaniSept 2026

Chatbots vs agent humain : où placer le point de bascule ?

Customer Experience

Chatbots vs agent humain : où placer le point de bascule ?

Mehdi CherkaouiSept 2026

Mesurer la performance des processus du point de vue du client

Customer Experience

Mesurer la performance des processus du point de vue du client

Antoine GirardSept 2026

Mesurer les parcours : des cartes à l'analytique de parcours

Mesurer les parcours : des cartes à l'analytique de parcours

Élise BernardSept 2026

Données et confidentialité dans l'expérience citoyenne

Customer Experience

Données et confidentialité dans l'expérience citoyenne

Hugo MoreauSept 2026

Coaching managérial hebdomadaire : le vrai levier du CSAT

Employee Experience

Coaching managérial hebdomadaire : le vrai levier du CSAT

Nabil El AmraniSept 2026

Programmes CX transversaux : la gouvernance qui empêche l'échec

Change Management

Programmes CX transversaux : la gouvernance qui empêche l'échec

Camille LaurentSept 2026

Comment Emirates rehausse l'expérience client des compagnies aériennes

Customer Experience

Comment Emirates rehausse l'expérience client des compagnies aériennes

Amélie FontaineSept 2026

Relier les indicateurs de la Voix du Client aux revenus et à la fidélisation

Customer Experience

Relier les indicateurs de la Voix du Client aux revenus et à la fidélisation

Théo RenaudSept 2026

Plateformes de données client en temps réel : l'atout CX

Digital Transformation

Plateformes de données client en temps réel : l'atout CX

Mehdi CherkaouiSept 2026

Lean CX : éliminer le gaspillage opérationnel dans le parcours client

Lean CX : éliminer le gaspillage opérationnel dans le parcours client

Antoine GirardSept 2026

Co-concevoir les services avec les clients

Customer Experience

Co-concevoir les services avec les clients

Élise BernardSept 2026

Accès omnicanal aux services gouvernementaux

Customer Experience

Accès omnicanal aux services gouvernementaux

Hugo MoreauSept 2026

Intégration du personnel de première ligne pour une expérience client exceptionnelle

Customer Experience

Intégration du personnel de première ligne pour une expérience client exceptionnelle

Nabil El AmraniSept 2026

Prioriser un portefeuille CX sans se faire piéger par ses biais

Strategic Planning

Prioriser un portefeuille CX sans se faire piéger par ses biais

Camille LaurentSept 2026

Starbucks Rewards : comment 35,5 millions de membres deviennent fidèles

Customer Loyalty

Starbucks Rewards : comment 35,5 millions de membres deviennent fidèles

Amélie FontaineSept 2026

Des campagnes de reconquête qui respectent le client

Customer Experience

Des campagnes de reconquête qui respectent le client

Salma BennaniSept 2026

Text Analytics : exploiter les verbatims pour piloter la voix du client

Feedback Management

Text Analytics : exploiter les verbatims pour piloter la voix du client

Théo RenaudSept 2026

Automatiser le centre de contact sans détruire la confiance client

Customer Experience

Automatiser le centre de contact sans détruire la confiance client

Mehdi CherkaouiSept 2026

Excellence opérationnelle : quand les KPI cachent la vraie expérience

Excellence opérationnelle : quand les KPI cachent la vraie expérience

Antoine GirardAug 2026

Personas en service design : pourquoi les vôtres finissent au mur

Personas en service design : pourquoi les vôtres finissent au mur

Élise BernardAug 2026

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