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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.

Why the Contact Centre Is the Real Test of Customer Experience
Customer ExperienceAugust 2026

Why the Contact Centre Is the Real Test of Customer Experience

Your CX strategy meets reality in the contact centre. Here's why it's the highest-stakes touchpoint most organisations still get wrong — and how to fix it.

Read the article

02 —All Articles

The Journal.

How to Answer Customer Centricity Interview QuestionsCustomer Experience

How to Answer Customer Centricity Interview Questions

Aug 2026
Form Design Is a CX Strategy Decision, Not a UX DetailService Design

Form Design Is a CX Strategy Decision, Not a UX Detail

Aug 2026
Top Customer Centricity Interview Questions to Prepare ForCustomer Experience

Top Customer Centricity Interview Questions to Prepare For

Aug 2026
Where Most Customer Experience Efforts Hit a WallOrganizational Transformation

Where Most Customer Experience Efforts Hit a Wall

Aug 2026
Hiring and Developing for Customer CentricityEmployee Experience

Hiring and Developing for Customer Centricity

Aug 2026
The Link Between Employee and Customer ExperienceEmployee Experience

The Link Between Employee and Customer Experience

Aug 2026
How HR Can Reinforce Customer CentricityCustomer Experience

How HR Can Reinforce Customer Centricity

Aug 2026
Customer Experience Careers, Skills, Roles and KPIs ExplainedCustomer Experience

Customer Experience Careers, Skills, Roles and KPIs Explained

Aug 2026
HR's Role in Building a Customer-Centric CultureCultural Change

HR's Role in Building a Customer-Centric Culture

Aug 2026
How to Build a Career in Customer Experience: A 2026 GuideCustomer Experience

How to Build a Career in Customer Experience: A 2026 Guide

Aug 2026
Healthcare Customer Centricity: What Gets It RightCustomer Experience

Healthcare Customer Centricity: What Gets It Right

Aug 2026
Why Healthcare Needs a Different Take on Customer CentricityCustomer Experience

Why Healthcare Needs a Different Take on Customer Centricity

Aug 2026
Customer Experience Champion: Role, Responsibilities & ImpactCustomer Experience

Customer Experience Champion: Role, Responsibilities & Impact

Aug 2026
Top CX Interview Questions That Actually Test Your ThinkingCustomer Experience

Top CX Interview Questions That Actually Test Your Thinking

Aug 2026
Customer Centricity in Healthcare: What's Changing in 2026Customer Experience

Customer Centricity in Healthcare: What's Changing in 2026

Aug 2026
CX Statistics Worth Knowing in 2026: What's RealCustomer Experience

CX Statistics Worth Knowing in 2026: What's Real

Aug 2026
Applying HBR's Customer Centricity Research to Your BusinessCustomer Experience

Applying HBR's Customer Centricity Research to Your Business

Aug 2026
Free CX Vector Resources Worth Downloading in 2026Customer Experience

Free CX Vector Resources Worth Downloading in 2026

Aug 2026
HBR's Customer Centricity Findings vs. Real-World PracticeCustomer Experience

HBR's Customer Centricity Findings vs. Real-World Practice

Aug 2026
What Gartner Says About Customer ExperienceCustomer Experience

What Gartner Says About Customer Experience

Aug 2026
What Harvard Business Review Says About Customer CentricityCustomer Experience

What Harvard Business Review Says About Customer Centricity

Aug 2026
How to Write a CX Case Study That Actually PersuadesCustomer Experience

How to Write a CX Case Study That Actually Persuades

Aug 2026
Applying Gartner's Customer Centricity Research to Your BusinessCustomer Experience

Applying Gartner's Customer Centricity Research to Your Business

Aug 2026

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