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.

Reducing friction in public-sector journeys

The Journal.

Conversational AI in CX: What Actually Works in 2026

Service Blueprinting: Making the Backstage Visible

Choice Architecture: Designing Better Default Options

How Disney Engineers a Magical Customer Experience

How Disney Engineers a Magical Customer Experience

How Sony Designs Customer Experience Around Kando

Designing Self-Service That Customers Actually Prefer

What Partner Experience Is and Why It Matters for CX

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

Finding the Bottlenecks That Hurt Customers Most

How to Build a Customer Journey Map Teams Actually Use

Emotional Loyalty vs Transactional Loyalty: What Actually Keeps Customers

Frontline Enablement: Giving Service Teams the Tools to Delight

CX Governance: Roles, Rituals, and Decision Rights

What Makes a Loyalty Programme Actually Work

Loss Aversion in Pricing: Why Framing Beats Fairness

Loss Aversion in Pricing: Why Framing Beats the Number

Process Mapping for Customer Experience: Where to Start

How to Design an Employee Journey Map That Actually Works

Designing Digital Government Services Citizens Trust

Closing the Loop on Customer Feedback: A Practical Guide

Building a CX Operating Model That Actually Scales

Consistent CX Through Channel Partners: A Structural Guide

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