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ReadExperience JournalArticles & research on CX, behavior, and transformation.Watch & listenExperience LoomOur video podcast on CX & behavior.CuratedCX NewsIndustry news that matters in CX, minus the noise.

Latest articles

Behavioral EconomicsThe Decoy Effect in Customer Experience: Real Examples Customer LoyaltyWhat Amazon Prime Reveals About Engineering Customer Loyalty

Latest episodes

Ep. 03 · Customer LoyaltyCustomer Loyalty, Brand Loyalty & CX Ep. 02 · Artificial IntelligenceAI in Customer Experience

Latest news

HospitalityDelta's integrated loyalty-premium strategy boosts spend FintechRamp Hits $60 Billion Valuation in $1.85 Billion Funding Round

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Burn the Deck — our manifesto

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.

Finding the Bottlenecks That Hurt Customers Most

Service DesignAugust 2026

Finding the Bottlenecks That Hurt Customers Most

Most bottleneck analyses start in the wrong place. Here's how to map operational reality against customer experience simultaneously — and find the moments that actually matter.

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02 —All Articles

The Journal.

How to Build a Customer Journey Map Teams Actually Use

How to Build a Customer Journey Map Teams Actually Use

Marcus ReedAug 2026

Emotional Loyalty vs Transactional Loyalty: What Actually Keeps Customers

Customer Experience

Emotional Loyalty vs Transactional Loyalty: What Actually Keeps Customers

Emma SullivanAug 2026

Frontline Enablement: Giving Service Teams the Tools to Delight

Employee Experience

Frontline Enablement: Giving Service Teams the Tools to Delight

Zoe MerrickAug 2026

CX Governance: Roles, Rituals, and Decision Rights

Organizational Transformation

CX Governance: Roles, Rituals, and Decision Rights

Nathan BrooksAug 2026

What Makes a Loyalty Programme Actually Work

Customer Loyalty

What Makes a Loyalty Programme Actually Work

Emma SullivanAug 2026

Loss Aversion in Pricing: Why Framing Beats Fairness

Behavioral Economics

Loss Aversion in Pricing: Why Framing Beats Fairness

James WhitfieldAug 2026

Loss Aversion in Pricing: Why Framing Beats the Number

Behavioral Economics

Loss Aversion in Pricing: Why Framing Beats the Number

James WhitfieldAug 2026

Process Mapping for Customer Experience: Where to Start

Process Mapping for Customer Experience: Where to Start

Grace HarmonAug 2026

How to Design an Employee Journey Map That Actually Works

Employee Experience

How to Design an Employee Journey Map That Actually Works

Zoe MerrickAug 2026

Designing Digital Government Services Citizens Trust

Designing Digital Government Services Citizens Trust

Isabella MooreAug 2026

Closing the Loop on Customer Feedback: A Practical Guide

Feedback Management

Closing the Loop on Customer Feedback: A Practical Guide

Daniel OkaforAug 2026

Building a CX Operating Model That Actually Scales

Organizational Transformation

Building a CX Operating Model That Actually Scales

Nathan BrooksAug 2026

Consistent CX Through Channel Partners: A Structural Guide

Customer Experience

Consistent CX Through Channel Partners: A Structural Guide

Ethan CaldwellAug 2026

How Zara Delivers Customer Experience Through Scarcity

Customer Experience

How Zara Delivers Customer Experience Through Scarcity

Leo AshworthAug 2026

What Citizen Experience Really Means for Government Services

What Citizen Experience Really Means for Government Services

Isabella MooreAug 2026

Why Employee Experience Drives Customer Experience Outcomes

Employee Experience

Why Employee Experience Drives Customer Experience Outcomes

Zoe MerrickAug 2026

How to Build a Voice of Customer Programme From Scratch

Feedback Management

How to Build a Voice of Customer Programme From Scratch

Daniel OkaforAug 2026

The Peak-End Rule: Why Customers Remember Two Moments

Behavioral Economics

The Peak-End Rule: Why Customers Remember Two Moments

James WhitfieldAug 2026

How to Stand Up a CX Programme Office That Actually Works

Organizational Transformation

How to Stand Up a CX Programme Office That Actually Works

Nathan BrooksAug 2026

How AI Agents Are Changing Customer Service in 2026

Customer Experience

How AI Agents Are Changing Customer Service in 2026

Sophia ClarkeAug 2026

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