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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.

Anchoring dalam Customer Experience: Apa Itu dan Contoh Nyatanya
Behavioral EconomicsOctober 2026

Anchoring dalam Customer Experience: Apa Itu dan Contoh Nyatanya

Anchoring adalah bias kognitif yang membuat angka pertama membentuk semua penilaian pelanggan sesudahnya. Pelajari mekanismenya dan cara memakainya secara etis dalam desain pengalaman.

Read the article

02 —All Articles

The Journal.

Bagaimana Costco mengubah masukan pelanggan menjadi layanan yang lebih baikCustomer Experience

Bagaimana Costco mengubah masukan pelanggan menjadi layanan yang lebih baik

Dimas HidayatOct 2026
Menciptakan pengalaman bersama mitra ekosistemCustomer Experience

Menciptakan pengalaman bersama mitra ekosistem

Rizky PratamaSept 2026
Efek IKEA dan ko-kreasi dalam pengalaman pelangganCustomer Experience

Efek IKEA dan ko-kreasi dalam pengalaman pelanggan

Yoga SaputraSept 2026
Ekonomi Retensi vs Akuisisi: Mengapa Nasabah Lama Lebih BerhargaCustomer Experience

Ekonomi Retensi vs Akuisisi: Mengapa Nasabah Lama Lebih Berharga

Putri WijayaSept 2026
Menggabungkan data operasional dan data pengalaman (O-data + X-data)Customer Experience

Menggabungkan data operasional dan data pengalaman (O-data + X-data)

Bayu FirmansyahSept 2026
Menggabungkan O-Data dan X-Data: Kunci Keputusan CX yang AkuratFeedback Management

Menggabungkan O-Data dan X-Data: Kunci Keputusan CX yang Akurat

Bayu FirmansyahSept 2026
Mengukur kinerja proses dari sudut pandang pelangganCustomer Experience

Mengukur kinerja proses dari sudut pandang pelanggan

Sari KusumaSept 2026
Memprioritaskan titik masalah perjalanan pelanggan untuk dampak maksimalCustomer Experience

Memprioritaskan titik masalah perjalanan pelanggan untuk dampak maksimal

Eko WibowoSept 2026
Portal Mitra yang Benar-Benar Dipakai Mitra, Bukan Cuma LoginCustomer Experience

Portal Mitra yang Benar-Benar Dipakai Mitra, Bukan Cuma Login

Rizky PratamaSept 2026
Beban kognitif dan penyederhanaan perjalanan pelangganCustomer Experience

Beban kognitif dan penyederhanaan perjalanan pelanggan

Yoga SaputraSept 2026
Mengelola program CX lintas fungsiCustomer Experience

Mengelola program CX lintas fungsi

Bagus SantosoSept 2026
Bagaimana IKEA merancang perjalanan belanja di dalam tokoCustomer Experience

Bagaimana IKEA merancang perjalanan belanja di dalam toko

Dimas HidayatSept 2026
Model subscription dan retensiCustomer Experience

Model subscription dan retensi

Putri WijayaSept 2026
Mengurangi peralihan yang membuat pelanggan frustrasiCustomer Experience

Mengurangi peralihan yang membuat pelanggan frustrasi

Sari KusumaSept 2026
Merancang perjalanan omnichannel yang terasa mulusCustomer Experience

Merancang perjalanan omnichannel yang terasa mulus

Eko WibowoSept 2026
Mengukur pengalaman pelanggan yang disampaikan oleh mitraCustomer Experience

Mengukur pengalaman pelanggan yang disampaikan oleh mitra

Rizky PratamaSept 2026
Paradoks pilihan dalam desain produk dan layananCustomer Experience

Paradoks pilihan dalam desain produk dan layanan

Yoga SaputraSept 2026
Desain layanan pemerintah berbasis peristiwa kehidupanCustomer Experience

Desain layanan pemerintah berbasis peristiwa kehidupan

Dewi AnggrainiSept 2026
Mengintegrasikan staf garis depan untuk pengalaman pelanggan yang luar biasaCustomer Experience

Mengintegrasikan staf garis depan untuk pengalaman pelanggan yang luar biasa

Ayu RahmawatiSept 2026
Cara Memprioritaskan Portofolio Inisiatif CX agar Benar DieksekusiStrategic Planning

Cara Memprioritaskan Portofolio Inisiatif CX agar Benar Dieksekusi

Bagus SantosoSept 2026
Bagaimana Netflix Mempersonalisasi Pengalaman Pelanggan Lewat AlgoritmaCustomer Experience

Bagaimana Netflix Mempersonalisasi Pengalaman Pelanggan Lewat Algoritma

Dimas HidayatSept 2026
Merancang penghargaan yang mengubah perilakuCustomer Experience

Merancang penghargaan yang mengubah perilaku

Putri WijayaSept 2026
Text Analytics: Membaca Ribuan Komentar Pelanggan Jadi KeputusanFeedback Management

Text Analytics: Membaca Ribuan Komentar Pelanggan Jadi Keputusan

Bayu FirmansyahAug 2026

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