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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.

Onboard Frontline Staff for Confidence, Not Just Compliance
Employee ExperienceAugust 2026

Onboard Frontline Staff for Confidence, Not Just Compliance

Great onboarding builds confidence and identity before a new hire's first live customer, not just product knowledge — here's how to design it that way.

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02 —All Articles

The Journal.

Aligning Incentives Across Your B2B2C Experience EcosystemCustomer Experience

Aligning Incentives Across Your B2B2C Experience Ecosystem

Ethan CaldwellAug 2026
Social Proof and Trust: Why Similarity Beats VolumeBehavioral Economics

Social Proof and Trust: Why Similarity Beats Volume

James WhitfieldAug 2026
Measuring satisfaction with public servicesCustomer Experience

Measuring satisfaction with public services

Isabella MooreAug 2026
From Listening to Action: Closing the VoC Feedback LoopFeedback Management

From Listening to Action: Closing the VoC Feedback Loop

Daniel OkaforAug 2026
Culture as a CX Strategy: Aligning Values to Customer PromisesCultural Change

Culture as a CX Strategy: Aligning Values to Customer Promises

Zoe MerrickAug 2026
Executive Sponsorship for CX: Why It Fails and How to Fix ItChange Management

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

Nathan BrooksAug 2026
Voice of Employee Programs: Why Most Fail and How to Fix ItEmployee Experience

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

Zoe MerrickAug 2026
Why CX Transformation Fails Without Real Change ManagementChange Management

Why CX Transformation Fails Without Real Change Management

Nathan BrooksAug 2026
Personalization at Scale Without Being Creepy: A CX GuideCustomer Experience

Personalization at Scale Without Being Creepy: A CX Guide

Sophia ClarkeAug 2026
Finding and Fixing Moments of Truth in the Customer JourneyService Design

Finding and Fixing Moments of Truth in the Customer Journey

Marcus ReedAug 2026
The Endowment Effect: Why Customers Overvalue What They OwnBehavioral Economics

The Endowment Effect: Why Customers Overvalue What They Own

James WhitfieldAug 2026
SIPOC for CX: The Process Discovery Tool Journey Maps MissService Design

SIPOC for CX: The Process Discovery Tool Journey Maps Miss

Grace HarmonAug 2026
Why Partner Onboarding Fails: A Design, Not Training, ProblemCustomer Experience

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

Ethan CaldwellAug 2026
Reducing friction in public-sector journeysCustomer Experience

Reducing friction in public-sector journeys

Isabella MooreAug 2026
Conversational AI in CX: What Actually Works in 2026Digital Transformation

Conversational AI in CX: What Actually Works in 2026

Sophia ClarkeAug 2026
Service Blueprinting: Making the Backstage VisibleService Design

Service Blueprinting: Making the Backstage Visible

Marcus ReedAug 2026
Choice Architecture: Designing Better Default OptionsBehavioral Economics

Choice Architecture: Designing Better Default Options

James WhitfieldAug 2026
How Disney Engineers a Magical Customer ExperienceCustomer Experience

How Disney Engineers a Magical Customer Experience

Leo AshworthAug 2026
How Disney Engineers a Magical Customer ExperienceCustomer Experience

How Disney Engineers a Magical Customer Experience

Leo AshworthAug 2026
How Sony Designs Customer Experience Around KandoCustomer Experience

How Sony Designs Customer Experience Around Kando

Leo AshworthAug 2026
Designing Self-Service That Customers Actually PreferService Design

Designing Self-Service That Customers Actually Prefer

Sophia ClarkeAug 2026
What Partner Experience Is and Why It Matters for CXCustomer Experience

What Partner Experience Is and Why It Matters for CX

Ethan CaldwellAug 2026
NPS, CSAT, and CES: Which Metric to Use WhenFeedback Management

NPS, CSAT, and CES: Which Metric to Use When

Daniel OkaforAug 2026

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