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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.

Mengotomatisasi pusat kontak secara bertanggung jawab
Customer ExperienceAugust 2026

Mengotomatisasi pusat kontak secara bertanggung jawab

Read the article

02 —All Articles

The Journal.

Beralih dari mendengarkan ke tindakan dengan data VoCCustomer Experience

Beralih dari mendengarkan ke tindakan dengan data VoC

Bayu FirmansyahAug 2026
Tumpukan teknologi CX modern dijelaskanCustomer Experience

Tumpukan teknologi CX modern dijelaskan

Nadia HalimAug 2026
Bukti sosial dan perannya dalam kepercayaan pelangganCustomer Experience

Bukti sosial dan perannya dalam kepercayaan pelanggan

Yoga SaputraAug 2026
Menghubungkan peta proses ke peta perjalananCustomer Experience

Menghubungkan peta proses ke peta perjalanan

Sari KusumaAug 2026
Inklusi dan aksesibilitas dalam pengalaman wargaCustomer Experience

Inklusi dan aksesibilitas dalam pengalaman warga

Dewi AnggrainiAug 2026
Mendengarkan karyawan: membangun program Voice of EmployeeCustomer Experience

Mendengarkan karyawan: membangun program Voice of Employee

Ayu RahmawatiAug 2026
SIPOC dan alat penemuan proses lainnya untuk CXCustomer Experience

SIPOC dan alat penemuan proses lainnya untuk CX

Sari KusumaAug 2026
Merancang orientasi dan pemberdayaan mitraCustomer Experience

Merancang orientasi dan pemberdayaan mitra

Rizky PratamaAug 2026
Mengurangi churn: menemukan sinyal sejak diniCustomer Experience

Mengurangi churn: menemukan sinyal sejak dini

Putri WijayaAug 2026
Cara Merancang Survei yang Benar-Benar Diselesaikan PelangganFeedback Management

Cara Merancang Survei yang Benar-Benar Diselesaikan Pelanggan

Bayu FirmansyahAug 2026
Mengurangi tingkat pergantian karyawan garis depan untuk melindungi pengalaman pelangganCustomer Experience

Mengurangi tingkat pergantian karyawan garis depan untuk melindungi pengalaman pelanggan

Ayu RahmawatiAug 2026
Bagaimana Amazon terobsesi dengan pelanggannyaCustomer Experience

Bagaimana Amazon terobsesi dengan pelanggannya

Dimas HidayatAug 2026
Menemukan hambatan yang paling merugikan pelangganCustomer Experience

Menemukan hambatan yang paling merugikan pelanggan

Sari KusumaAug 2026
Loyalitas Emosional vs Transaksional: Mana yang Lebih Kuat?Customer Experience

Loyalitas Emosional vs Transaksional: Mana yang Lebih Kuat?

Putri WijayaAug 2026
Enablement Garis Depan: Memberi Tim Layanan Kemampuan NyataEmployee Experience

Enablement Garis Depan: Memberi Tim Layanan Kemampuan Nyata

Ayu RahmawatiAug 2026
Closing the Loop: Mengubah Umpan Balik Menjadi Tindakan NyataFeedback Management

Closing the Loop: Mengubah Umpan Balik Menjadi Tindakan Nyata

Bayu FirmansyahAug 2026
Service Blueprint: Membuat Backstage Menjadi TerlihatService Design

Service Blueprint: Membuat Backstage Menjadi Terlihat

Eko WibowoAug 2026
Choice Architecture: Merancang Default yang Benar-Benar Melayani PelangganBehavioral Economics

Choice Architecture: Merancang Default yang Benar-Benar Melayani Pelanggan

Yoga SaputraAug 2026
Bagaimana Disney Menciptakan Pengalaman Pelanggan yang MagisCustomer Experience

Bagaimana Disney Menciptakan Pengalaman Pelanggan yang Magis

Dimas HidayatAug 2026
Bagaimana Sony Merancang Pengalaman Pelanggan dengan Filosofi KandoCustomer Experience

Bagaimana Sony Merancang Pengalaman Pelanggan dengan Filosofi Kando

Dimas HidayatAug 2026
Merancang Layanan Digital Pemerintah yang Dipercaya WargaService Design

Merancang Layanan Digital Pemerintah yang Dipercaya Warga

Dewi AnggrainiAug 2026
Cara Membangun Peta Perjalanan Pelanggan yang Benar-Benar Dipakai TimService Design

Cara Membangun Peta Perjalanan Pelanggan yang Benar-Benar Dipakai Tim

Eko WibowoAug 2026
Partner Experience: Apa Itu dan Mengapa Sangat PentingCustomer Experience

Partner Experience: Apa Itu dan Mengapa Sangat Penting

Rizky PratamaAug 2026

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