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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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BankingTemenos Core selected by Raya Financing for growth strategy RetailBath & Body Works Feel Good Store Concept Opens in Charlotte

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Burn the Deck — our manifesto

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.

Choice-Supportive Bias: Post-Purchase Rationalization in Customer Loyalty

Behavioral EconomicsSeptember 2024 · 10 min read

Choice-Supportive Bias: Post-Purchase Rationalization in Customer Loyalty

Imagine buying a new car and immediately noticing a few minor issues. Instead of regretting the purchase, you convince yourself that the car is perfect and the issues are negligible. This is Choice-Supportive Bias...

Read the article

02 —All Articles

The Journal.

Customer Experience (CX) Benefits: Financial Gains from Improved CX

Customer Experience

Customer Experience (CX) Benefits: Financial Gains from Improved CX

Aslan PatovSept 202410 min read

Five Biases in Reading

Behavioral Economics

Five Biases in Reading

Lisa April NaidooSept 20245 min read

Planning Fallacy: Underestimating Time and Effort in Customer Journeys

Behavioral Economics

Planning Fallacy: Underestimating Time and Effort in Customer Journeys

Aslan PatovSept 202410 min read

Cognitive Closure: Desire for Firm Answers Impacting Customer Satisfaction

Behavioral Economics

Cognitive Closure: Desire for Firm Answers Impacting Customer Satisfaction

Aslan PatovSept 20247 min read

Chunking: Simplifying Information to Enhance Customer Understanding

Behavioral Economics

Chunking: Simplifying Information to Enhance Customer Understanding

Aslan PatovSept 20247 min read

Customer Experience (CX) Examples: Best Practices from Top Companies

Customer Experience

Customer Experience (CX) Examples: Best Practices from Top Companies

Aslan PatovSept 202415 min read

How The Ritz-Carlton Enhances Customer Experience (CX) Through Personalized Service and Luxury

Customer Experience

How The Ritz-Carlton Enhances Customer Experience (CX) Through Personalized Service and Luxury

Aslan PatovSept 202412 min read

How to Create a Comprehensive Customer Experience (CX) Map

Customer Experience

How to Create a Comprehensive Customer Experience (CX) Map

Aslan PatovSept 202410 min read

Cheerleader Effect: Objects Appearing More Attractive in Groups

Behavioral Economics

Cheerleader Effect: Objects Appearing More Attractive in Groups

Aslan PatovSept 202410 min read

Causal Attribution: Inferring Causes for Events and Behaviors

Behavioral Economics

Causal Attribution: Inferring Causes for Events and Behaviors

Aslan PatovSept 20247 min read

Biological Essentialism: Believing Traits are Innate

Behavioral Economics

Biological Essentialism: Believing Traits are Innate

Aslan PatovSept 20247 min read

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

Customer Experience

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

Aslan PatovSept 20247 min read

Causality Heuristic: Simplifying Cause-and-Effect Relationships

Behavioral Economics

Causality Heuristic: Simplifying Cause-and-Effect Relationships

Aslan PatovSept 202410 min read

Fluency Heuristic: Judging by Ease of Processing

Behavioral Economics

Fluency Heuristic: Judging by Ease of Processing

Aslan PatovSept 20247 min read

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

Strategic Planning

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

Aslan PatovSept 20247 min read

The Halo Effect

Behavioral Economics

The Halo Effect

Lisa April NaidooSept 20243 min read

Capability Building & Support

Change Management

Capability Building & Support

Aslan PatovSept 20245 min read

The HUMANS Framework

Behavioral Economics

The HUMANS Framework

Lisa April NaidooSept 20246 min read

Customer Loyalty

Behavioral Economics

Customer Loyalty

Lisa April NaidooSept 20245 min read

Customer Experience (CX) Games: Engaging Customers Through Play

Customer Experience

Customer Experience (CX) Games: Engaging Customers Through Play

Aslan PatovSept 20248 min read

Bystander Effect: Inaction in Emergency Situations Due to Diffusion of Responsibility

Behavioral Economics

Bystander Effect: Inaction in Emergency Situations Due to Diffusion of Responsibility

Aslan PatovSept 20248 min read

Cascade Effect: Amplified Beliefs Through Social Influence

Behavioral Economics

Cascade Effect: Amplified Beliefs Through Social Influence

Aslan PatovSept 20247 min read

Placebo Effect: Customer Belief in Product Efficacy Based on Perception

Behavioral Economics

Placebo Effect: Customer Belief in Product Efficacy Based on Perception

Aslan PatovSept 202410 min read

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