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.

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This month's read.

Behavioral EconomicsSeptember 2026

Cognitive Load: Why Simplifying the Customer Journey Isn't About Fewer Clicks

Customers don't abandon journeys because tasks are hard — they quit because their working memory runs out. Here's how to design for cognitive load, not click count.

Ideas on experience, behavior & change.

This month's read.

Cognitive Load: Why Simplifying the Customer Journey Isn't About Fewer Clicks

The Journal.

Proactive Government: Services That Reach Citizens First

Why Recognition Beats Reward for Better Service Quality

Why Cross-Functional CX Programs Fail — and How to Fix Ownership

How IKEA Engineers the In-Store Shopping Journey

Survey Fatigue: Why Customers Stop Answering (and the Fix)

Using generative AI to draft customer responses

Reducing Customer Handoffs: A Process Design Playbook

Why Omnichannel Journeys Break at the Handoff, Not the Channel

Aligning incentives across an experience ecosystem

The paradox of choice in product and service design

Trust in Government Is Built at the Counter, Not in a Campaign

Culture as CX Strategy: Aligning Values to Customer Promises

How to Prioritize a Portfolio of CX Initiatives, Not a Backlog

How Netflix Personalizes the Customer Experience at Scale

Designing Rewards That Actually Change Customer Behaviour

How to Link CX Initiatives to Business KPIs That Finance Trusts

How Apple Designs Its Retail Customer Experience

Why Customer Lifetime Value Should Be Your CX North Star

Social Proof in CX: Why Strangers' Opinions Beat Brand Claims

Why Citizen Satisfaction Scores Mislead Public Agencies

From Listening to Action: Fixing the Broken VoC Feedback Loop

Reducing Churn: Why Early Behavioural Signals Beat Exit Data

Designing Surveys Customers Will Actually Finish

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