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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.

Biological Essentialism: Believing Traits are Innate
Behavioral EconomicsSeptember 2024 · 7 min read

Biological Essentialism: Believing Traits are Innate

Imagine a customer who believes that their ability to learn new technology is limited because they were not "born with" a knack for tech. They might avoid buying new gadgets or software, thinking they will never understand them. This belief showcases Biological Essentialism.

Read the article

02 —All Articles

The Journal.

Customer Experience (CX) Goals: Strategies for Setting and Measuring SuccessCustomer Experience

Customer Experience (CX) Goals: Strategies for Setting and Measuring Success

Aslan PatovSept 20247 min read
Fluency Heuristic: Judging by Ease of ProcessingBehavioral Economics

Fluency Heuristic: Judging by Ease of Processing

Aslan PatovSept 20247 min read
Customer Experience (CX) Goals: How to Define and Achieve ThemStrategic Planning

Customer Experience (CX) Goals: How to Define and Achieve Them

Aslan PatovSept 20247 min read
The Halo EffectBehavioral Economics

The Halo Effect

Lisa April NaidooSept 20243 min read
The HUMANS FrameworkBehavioral Economics

The HUMANS Framework

Lisa April NaidooSept 20246 min read
Customer LoyaltyBehavioral Economics

Customer Loyalty

Lisa April NaidooSept 20245 min read
Customer Experience (CX) Games: Engaging Customers Through PlayCustomer Experience

Customer Experience (CX) Games: Engaging Customers Through Play

Aslan PatovSept 20248 min read
Cascade Effect: Amplified Beliefs Through Social InfluenceBehavioral Economics

Cascade Effect: Amplified Beliefs Through Social Influence

Aslan PatovSept 20247 min read
Belief Bias: Judging Arguments Based on Believability of ConclusionsBehavioral Economics

Belief Bias: Judging Arguments Based on Believability of Conclusions

Aslan PatovSept 202410 min read
Narrow Framing: Limited Perspective in Decision MakingBehavioral Economics

Narrow Framing: Limited Perspective in Decision Making

Aslan PatovSept 20247 min read
System Justification: Rationalizing the Status Quo as Just and DeservedBehavioral Economics

System Justification: Rationalizing the Status Quo as Just and Deserved

Aslan PatovSept 202410 min read
Evaluative Simplification: Reducing Complexity of EvaluationsBehavioral Economics

Evaluative Simplification: Reducing Complexity of Evaluations

Aslan PatovSept 20247 min read
Enhancing Customer Experiences through Digital TransformationDigital Transformation

Enhancing Customer Experiences through Digital Transformation

Aslan PatovSept 20244 min read
Customer Experience (CX) is the Next Competitive Battleground in 2026Customer Experience

Customer Experience (CX) is the Next Competitive Battleground in 2026

Aslan PatovSept 202410 min read
The Role of Purpose in Driving Customer Experience (CX) SuccessCustomer Experience

The Role of Purpose in Driving Customer Experience (CX) Success

Aslan PatovSept 20247 min read
Customer Experience (CX) vs. Customer Service: Strategies for SuccessCustomer Experience

Customer Experience (CX) vs. Customer Service: Strategies for Success

Aslan PatovSept 20248 min read
Customer Experience (CX) is Equal to Business Success: Here’s WhyCustomer Experience

Customer Experience (CX) is Equal to Business Success: Here’s Why

Aslan PatovSept 202410 min read
Customer Experience (CX) vs. Customer Journey: How to Enhance Each Stage (Checklist)Customer Experience

Customer Experience (CX) vs. Customer Journey: How to Enhance Each Stage (Checklist)

Aslan PatovSept 202410 min read
Framing & Loss AversionBehavioral Economics

Framing & Loss Aversion

Lisa April NaidooSept 20242 min read
Zeigarnik Effect: Customers' Tendency to Remember Incomplete TasksBehavioral Economics

Zeigarnik Effect: Customers' Tendency to Remember Incomplete Tasks

Aslan PatovSept 202410 min read
Regret Aversion in CXBehavioral Economics

Regret Aversion in CX

Lisa April NaidooSept 20242 min read
Customer Experience (CX) and Crisis Management: 25 Best Practices for 2026Customer Crisis Management

Customer Experience (CX) and Crisis Management: 25 Best Practices for 2026

Aslan PatovSept 202415 min read

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