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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

Strategic PlanningCustomer Experience Strategy in 2026: What's Changed

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

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MarketingNordstrom Expands FAO Schwarz Range and Adds Holiday App Features Digital TransformationTopgolf reports $11.3M saving after moving away from VMware

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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.

Temporal Evaluation: Judging Events Based on Time Context

Behavioral EconomicsSeptember 2024 · 8 min read

Temporal Evaluation: Judging Events Based on Time Context

Imagine a customer who feels a product is more valuable because it was purchased at a peak sales period, like Black Friday. This scenario illustrates Temporal Evaluation, where events and decisions are judged based on their timing.

Read the article

02 —All Articles

The Journal.

Employee Experience (EX) Design in Government Services: Examples & Case Studies

Employee Experience

Employee Experience (EX) Design in Government Services: Examples & Case Studies

Aslan PatovSept 202410 min read

Extended Mind Hypothesis: Cognition Extending Beyond the Brain

Behavioral Economics

Extended Mind Hypothesis: Cognition Extending Beyond the Brain

Aslan PatovSept 20247 min read

Impact Perception: Misjudging the Impact of Events

Behavioral Economics

Impact Perception: Misjudging the Impact of Events

Aslan PatovSept 20247 min read

Identity Protection: Maintaining Beliefs to Protect Identity

Behavioral Economics

Identity Protection: Maintaining Beliefs to Protect Identity

Aslan PatovSept 20247 min read

Expectation Heuristic: Influence of Expectations on Perceptions

Behavioral Economics

Expectation Heuristic: Influence of Expectations on Perceptions

Aslan PatovSept 20248 min read

Temporal Contrast Effect: Judging Time Periods by Comparison

Behavioral Economics

Temporal Contrast Effect: Judging Time Periods by Comparison

Aslan PatovSept 20247 min read

Dynamic Inconsistency: Changing Preferences Over Time

Behavioral Economics

Dynamic Inconsistency: Changing Preferences Over Time

Aslan PatovSept 20247 min read

Evolutionary Bias: Decisions Influenced by Evolutionary Factors

Behavioral Economics

Evolutionary Bias: Decisions Influenced by Evolutionary Factors

Aslan PatovSept 20247 min read

Duration Neglect: Ignoring Duration in Retrospective Evaluations

Behavioral Economics

Duration Neglect: Ignoring Duration in Retrospective Evaluations

Aslan PatovSept 20247 min read

Dialectical Bootstrapping: Improving Estimates Through Internal Debate

Behavioral Economics

Dialectical Bootstrapping: Improving Estimates Through Internal Debate

Aslan PatovSept 20248 min read

Default Bias: Preference for Pre-Selected Options

Behavioral Economics

Default Bias: Preference for Pre-Selected Options

Aslan PatovSept 202410 min read

Declinism: Belief That Society Is Generally Declining

Behavioral Economics

Declinism: Belief That Society Is Generally Declining

Aslan PatovSept 202410 min read

Delayed Gratification: Preference for Later, Larger Rewards

Behavioral Economics

Delayed Gratification: Preference for Later, Larger Rewards

Aslan PatovSept 20247 min read

Decoy Effect: Influencing Choices Through Asymmetric Options

Behavioral Economics

Decoy Effect: Influencing Choices Through Asymmetric Options

Aslan PatovSept 202410 min read

Customer-Centric Innovation in Service Design

Customer-Centric Innovation in Service Design

Aslan PatovSept 20246 min read

Customized Curriculum Development in Learning and Development

Learning & Development

Customized Curriculum Development in Learning and Development

Aslan PatovSept 20245 min read

Customer Service Without Experience: Skills You Can Highlight

Customer Experience

Customer Service Without Experience: Skills You Can Highlight

Aslan PatovSept 20248 min read

Positive in CX

Customer Experience

Positive in CX

Aslan PatovSept 20244 min read

Customer Service Without Experience: Building a Strong Resume

Learning & Development

Customer Service Without Experience: Building a Strong Resume

Aslan PatovSept 202410 min read

How to Write a Customer Service Resume Without Experience

Customer Experience

How to Write a Customer Service Resume Without Experience

Aslan PatovSept 202410 min read

How to Use Customer Experience (CX) Quotes to Motivate Your Organization

Customer Experience

How to Use Customer Experience (CX) Quotes to Motivate Your Organization

Aslan PatovSept 202410 min read

Driving Multichannel Feedback Collection

Feedback Management

Driving Multichannel Feedback Collection

Aslan PatovSept 20245 min read

Customer Experience (CX) with AI Built for Humans: Strategies for Success

Customer Experience

Customer Experience (CX) with AI Built for Humans: Strategies for Success

Aslan PatovSept 202410 min read

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