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.

Ideas on experience, behavior & change.

This month's read.

Prioritizing a portfolio of CX initiatives

The Journal.

How Netflix Personalizes CX: Inside the Algorithm's Design

Designing Rewards That Actually Change Customer Behaviour

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

Automating the contact center responsibly

Reducing handoffs that frustrate customers

Designing Omnichannel Journeys That Actually Feel Seamless

Measuring partner-delivered customer experience

Anchoring Bias: How the First Number Shapes Customer Value

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

Onboard Frontline Staff for Confidence, Not Just Compliance

Aligning Incentives Across Your B2B2C Experience Ecosystem

Social Proof and Trust: Why Similarity Beats Volume

Measuring satisfaction with public services

From Listening to Action: Closing the VoC Feedback Loop

Culture as a CX Strategy: Aligning Values to Customer Promises

Executive Sponsorship for CX: Why It Fails and How to Fix It

Voice of Employee Programs: Why Most Fail and How to Fix It

Why CX Transformation Fails Without Real Change Management

Personalization at Scale Without Being Creepy: A CX Guide

Finding and Fixing Moments of Truth in the Customer Journey

The Endowment Effect: Why Customers Overvalue What They Own

SIPOC for CX: The Process Discovery Tool Journey Maps Miss

Why Partner Onboarding Fails: A Design, Not Training, Problem

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