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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.

The Decoy Effect in Customer Experience: Real Examples
Behavioral EconomicsOctober 2026

The Decoy Effect in Customer Experience: Real Examples

The decoy effect shows how adding a deliberately inferior option shifts customer choice. Here's how it works and how CX teams can use it ethically.

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02 —All Articles

The Journal.

What Amazon Prime Reveals About Engineering Customer LoyaltyCustomer Loyalty

What Amazon Prime Reveals About Engineering Customer Loyalty

Leo AshworthOct 2026
The Economics of Retention vs Acquisition: Why Churn Costs MoreCustomer Loyalty

The Economics of Retention vs Acquisition: Why Churn Costs More

Emma SullivanSept 2026
Automating processes without losing the human touchCustomer Experience

Automating processes without losing the human touch

Grace HarmonSept 2026
Co-Designing Services With Customers: Beyond the Focus GroupService Design

Co-Designing Services With Customers: Beyond the Focus Group

Marcus ReedSept 2026
Co-Creating Experience With Ecosystem Partners in B2B2CCustomer Experience

Co-Creating Experience With Ecosystem Partners in B2B2C

Ethan CaldwellSept 2026
Cognitive load and simplifying the customer journeyCustomer Experience

Cognitive load and simplifying the customer journey

James WhitfieldSept 2026
Cross-Functional CX Programs: Fix the Ownership GapChange Management

Cross-Functional CX Programs: Fix the Ownership Gap

Nathan BrooksSept 2026
How IKEA Engineers Its Store Layout to Change What You BuyBehavioral Economics

How IKEA Engineers Its Store Layout to Change What You Buy

Leo AshworthSept 2026
Subscription Retention: Why Easy Cancellation Builds LoyaltyCustomer Loyalty

Subscription Retention: Why Easy Cancellation Builds Loyalty

Emma SullivanSept 2026
Real-Time Customer Data Platforms: Speed Over the Single ViewDigital Transformation

Real-Time Customer Data Platforms: Speed Over the Single View

Sophia ClarkeSept 2026
Measuring Process Performance From the Customer's ViewService Design

Measuring Process Performance From the Customer's View

Grace HarmonSept 2026
Why Most Journey Pain-Point Prioritization Gets It WrongService Design

Why Most Journey Pain-Point Prioritization Gets It Wrong

Marcus ReedSept 2026
Why Partner Portals Fail — and How to Design Ones That WorkCustomer Experience

Why Partner Portals Fail — and How to Design Ones That Work

Ethan CaldwellSept 2026
Prioritizing a portfolio of CX initiativesCustomer Experience

Prioritizing a portfolio of CX initiatives

Nathan BrooksSept 2026
How Netflix Personalizes CX: Inside the Algorithm's DesignCustomer Experience

How Netflix Personalizes CX: Inside the Algorithm's Design

Leo AshworthSept 2026
Designing Rewards That Actually Change Customer BehaviourCustomer Loyalty

Designing Rewards That Actually Change Customer Behaviour

Emma SullivanSept 2026
Survey Fatigue: Why It's a Closed-Loop Problem, Not VolumeFeedback Management

Survey Fatigue: Why It's a Closed-Loop Problem, Not Volume

Daniel OkaforSept 2026
Automating the contact center responsiblyCustomer Experience

Automating the contact center responsibly

Sophia ClarkeSept 2026
Reducing handoffs that frustrate customersCustomer Experience

Reducing handoffs that frustrate customers

Grace HarmonSept 2026
Designing Omnichannel Journeys That Actually Feel SeamlessService Design

Designing Omnichannel Journeys That Actually Feel Seamless

Marcus ReedSept 2026
Measuring partner-delivered customer experienceCustomer Experience

Measuring partner-delivered customer experience

Ethan CaldwellAug 2026
Anchoring Bias: How the First Number Shapes Customer ValueBehavioral Economics

Anchoring Bias: How the First Number Shapes Customer Value

James WhitfieldAug 2026
Life-Event Service Design: Fixing Government's Wrong UnitService Design

Life-Event Service Design: Fixing Government's Wrong Unit

Isabella MooreAug 2026

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