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.

Inside Chewy's customer experience strategy

The Journal.

What Decathlon Gets Right About Customer Loyalty

Personas vs Jobs to Be Done: Why Neither Fixes Your Journey

The Gartner Magic Quadrant for VoC: What It Won't Tell You

Employee Empowerment: When Should Staff Break the Script?

What Warby Parker Gets Right About Customer Loyalty

How Lidl designs its customer experience

How Lush Designs Customer Experience Through the Senses

How Tesco turns customer feedback into better service

Personalizing Loyalty Without Over-Engineering It

How Primark Turns Customer Feedback Into Better Service

Inside John Lewis's Customer Experience Strategy

Journey Map vs Experience Map vs Empathy Map: The Real Difference

Journey-Based Feedback vs Relationship Surveys: Know the Difference

Gartner's CX Pyramid Explained: Why Loyalty Needs Order

Aldi's Customer Journey: Why Removing Choice Wins

NPS vs CSAT vs CES: Which Metric Fits Which Moment

AI-Powered VoC Analysis: From Feedback Pile-Up to Action

McKinsey's customer decision journey explained

What Marks & Spencer Gets Right About Customer Loyalty

What H&M Gets Right About Customer Loyalty Design

Journey Map vs Service Blueprint: Which Tool Fixes What

From Journey Maps to Journey Analytics: A Measurement Playbook

McKinsey's Research: Why Journeys Beat Touchpoints in CX

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