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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.

Fading Affect: Positive Events Fading More Slowly Than Negative Ones
Behavioral EconomicsSeptember 2024 · 7 min read

Fading Affect: Positive Events Fading More Slowly Than Negative Ones

Imagine a customer who vividly remembers a delightful experience at a favorite restaurant years ago, but finds it hard to recall a negative experience from the same time. The positive memories remain strong, while the negative ones fade away faster. This phenomenon is known as the Fading Affect.

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02 —All Articles

The Journal.

Customer Experience (CX) with AI: Enhancing the Customer JourneyDigital Transformation

Customer Experience (CX) with AI: Enhancing the Customer Journey

Aslan PatovSept 202410 min read
Reference Group Effect: Evaluating Oneself Based on Comparison to a GroupBehavioral Economics

Reference Group Effect: Evaluating Oneself Based on Comparison to a Group

Aslan PatovSept 202410 min read
Field Dependency: How Context Influences Customer PerceptionsBehavioral Economics

Field Dependency: How Context Influences Customer Perceptions

Aslan PatovSept 20247 min read
Customer Experience (CX) vs. User Experience (UX): Understanding the DifferencesCustomer Experience

Customer Experience (CX) vs. User Experience (UX): Understanding the Differences

Aslan PatovSept 20248 min read
Flexible Delivery Methods in Learning and DevelopmentLearning & Development

Flexible Delivery Methods in Learning and Development

Aslan PatovSept 20244 min read
Forer Effect: Believing General Statements as Highly Accurate for OneselfBehavioral Economics

Forer Effect: Believing General Statements as Highly Accurate for Oneself

Aslan PatovSept 202410 min read
How to Optimize Customer Experience (CX) for Better OutcomesCustomer Experience

How to Optimize Customer Experience (CX) for Better Outcomes

Aslan PatovSept 202415 min read
Customer Experience (CX) vs. Sales: Aligning Strategies for Business GrowthCustomer Experience

Customer Experience (CX) vs. Sales: Aligning Strategies for Business Growth

Aslan PatovSept 20248 min read
Gambler's Fallacy: Misunderstandings of Random Events in Customer DecisionsBehavioral Economics

Gambler's Fallacy: Misunderstandings of Random Events in Customer Decisions

Aslan PatovSept 202410 min read
Generational Bias: Influence of Generational Identity on PerceptionsBehavioral Economics

Generational Bias: Influence of Generational Identity on Perceptions

Aslan PatovSept 20247 min read
Customer Experience (CX) vs. Sales: Case Studies and Best PracticesCustomer Experience

Customer Experience (CX) vs. Sales: Case Studies and Best Practices

Aslan PatovSept 20248 min read
Governance Excellence in ESGESG

Governance Excellence in ESG

Aslan PatovSept 20246 min read
Groupthink: Conforming to Group Consensus Without Critical AnalysisBehavioral Economics

Groupthink: Conforming to Group Consensus Without Critical Analysis

Aslan PatovSept 202410 min read
Customer Experience (CX) vs. Sales: Which Drives Better Customer Retention?Customer Experience

Customer Experience (CX) vs. Sales: Which Drives Better Customer Retention?

Aslan PatovSept 202410 min read
Customer Experience (CX) vs. Product Management: Best Practices for 2026Customer Experience

Customer Experience (CX) vs. Product Management: Best Practices for 2026

Aslan PatovSept 202415 min read
Hindsight Bias: Learning from Customer ExperienceBehavioral Economics

Hindsight Bias: Learning from Customer Experience

Aslan PatovSept 202410 min read
What Makes Zappos a Leader in Customer Experience (CX)?Customer Experience

What Makes Zappos a Leader in Customer Experience (CX)?

Aslan PatovSept 202415 min read
Predecisional Distortion: Twisting Information to Fit Initial PreferencesBehavioral Economics

Predecisional Distortion: Twisting Information to Fit Initial Preferences

Aslan PatovSept 20247 min read
Customer Experience (CX) vs. Customer Success: Which Should You Focus On?Customer Experience

Customer Experience (CX) vs. Customer Success: Which Should You Focus On?

Aslan PatovSept 202410 min read
Customer Experience (CX) vs. Employee Experience (EX): Aligning Strategies for SuccessEmployee Experience

Customer Experience (CX) vs. Employee Experience (EX): Aligning Strategies for Success

Aslan PatovSept 202415 min read
How AT&T Improves Customer Experience (CX) with Bundled Digital ServicesDigital Transformation

How AT&T Improves Customer Experience (CX) with Bundled Digital Services

Aslan PatovSept 202412 min read
Empathy Gap: Underestimating the Influence of Emotional States on DecisionsBehavioral Economics

Empathy Gap: Underestimating the Influence of Emotional States on Decisions

Aslan PatovSept 202410 min read
How to Win in the Next Competitive Battleground: Customer Experience (CX)Customer Experience

How to Win in the Next Competitive Battleground: Customer Experience (CX)

Aslan PatovSept 202410 min read

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