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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.

Customer Experience (CX) Design in Insurance: Examples & Case Studies
Customer ExperienceSeptember 2024 · 10 min read

Customer Experience (CX) Design in Insurance: Examples & Case Studies

Imagine an insurance company where every interaction, from policy purchase to claim processing, is seamless and stress-free. This is the vision of exceptional Customer Experience (CX) Design in the insurance industry.

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02 —All Articles

The Journal.

Cultural Bias: The Effect of Cultural Backgrounds on Customer PreferencesBehavioral Economics

Cultural Bias: The Effect of Cultural Backgrounds on Customer Preferences

Aslan PatovSept 20248 min read
Processing Fluency: Ease of Processing Information Affects Customer PreferencesBehavioral Economics

Processing Fluency: Ease of Processing Information Affects Customer Preferences

Aslan PatovSept 20248 min read
Employee Engagement through Mystery AuditsMystery Shopping

Employee Engagement through Mystery Audits

Aslan PatovSept 20244 min read
Primacy Bias: Overemphasis on Initial InformationBehavioral Economics

Primacy Bias: Overemphasis on Initial Information

Aslan PatovSept 20247 min read
Counterfactual Thinking: Imagining Alternative Scenarios That Did Not HappenBehavioral Economics

Counterfactual Thinking: Imagining Alternative Scenarios That Did Not Happen

Aslan PatovSept 202410 min read
Context-Dependent Memory: Improved Recall When Context Matches EncodingBehavioral Economics

Context-Dependent Memory: Improved Recall When Context Matches Encoding

Aslan PatovSept 202410 min read
Customer Experience (CX) Nuggets: Best Practices for Quick WinsCustomer Experience

Customer Experience (CX) Nuggets: Best Practices for Quick Wins

Aslan PatovSept 202415 min read
Contextual Dynamics: Dynamics of Context Over TimeBehavioral Economics

Contextual Dynamics: Dynamics of Context Over Time

Aslan PatovSept 20247 min read
Construal Level Theory: Psychological Distance Affecting ThinkingBehavioral Economics

Construal Level Theory: Psychological Distance Affecting Thinking

Aslan PatovSept 20247 min read
Congruence Heuristic: Preference for Consistent InformationStrategic Planning

Congruence Heuristic: Preference for Consistent Information

Aslan PatovSept 202410 min read
Common Customer Experience (CX) Job Titles and Their RolesCustomer Experience

Common Customer Experience (CX) Job Titles and Their Roles

Aslan PatovSept 202410 min read
Customer Experience (CX) Design in Hospitality: Examples & Case StudiesCustomer Experience

Customer Experience (CX) Design in Hospitality: Examples & Case Studies

Aslan PatovSept 202410 min read
Customer Experience (CX) with AI: Opportunities and ChallengesDigital Transformation

Customer Experience (CX) with AI: Opportunities and Challenges

Aslan PatovSept 20248 min read
Coherence Effect: Preferring Logical Consistency in Stories and InformationBehavioral Economics

Coherence Effect: Preferring Logical Consistency in Stories and Information

Aslan PatovSept 20247 min read
Cognitive Entrenchment: Difficulty in Adapting to New Customer TrendsBehavioral Economics

Cognitive Entrenchment: Difficulty in Adapting to New Customer Trends

Aslan PatovSept 20248 min read
Customer Experience (CX) Personas: What They Are and How to Create ThemCustomer Experience

Customer Experience (CX) Personas: What They Are and How to Create Them

Aslan PatovSept 20247 min read
Clarifying Strategic ObjectivesOrganizational Transformation

Clarifying Strategic Objectives

Aslan PatovSept 20244 min read
Customer Experience (CX) Design in Government Services: Examples & Case StudiesCustomer Experience

Customer Experience (CX) Design in Government Services: Examples & Case Studies

Aslan PatovSept 202410 min read
Customer Experience (CX) Manager Jobs Near Me: Key ResponsibilitiesLearning & Development

Customer Experience (CX) Manager Jobs Near Me: Key Responsibilities

Aslan PatovSept 202412 min read
Clustering Effect: Seeing Patterns in Random EventsBehavioral Economics

Clustering Effect: Seeing Patterns in Random Events

Aslan PatovSept 20247 min read
Customer Experience (CX) Design in Free Zone Authorities: Examples & Case StudiesCustomer Experience

Customer Experience (CX) Design in Free Zone Authorities: Examples & Case Studies

Aslan PatovSept 202410 min read
Choice Overload: Difficulty in Making Decisions with Too Many OptionsBehavioral Economics

Choice Overload: Difficulty in Making Decisions with Too Many Options

Aslan PatovSept 202410 min read
Customer Experience (CX) Design in Technology: Examples & Case StudiesCustomer Experience

Customer Experience (CX) Design in Technology: Examples & Case Studies

Aslan PatovSept 202410 min read

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