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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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Opinion · Experience Journal

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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.

Building a Customer Experience (CX) Strategy: Key Components

Strategic PlanningSeptember 2024 · 10 min read

Building a Customer Experience (CX) Strategy: Key Components

Building a robust Customer Experience (CX) strategy is essential for businesses that want to thrive in today’s competitive landscape. A well-crafted CX strategy aligns with the company’s vision, leverages customer insights, and ensures consistent, high-quality interactions at every touchpoint.

Read the article

02 —All Articles

The Journal.

Building a Customer Experience (CX) Organization: Key Considerations

Customer Experience

Building a Customer Experience (CX) Organization: Key Considerations

Aslan PatovSept 20248 min read

Belief Bias: Judging Arguments Based on Believability of Conclusions

Behavioral Economics

Belief Bias: Judging Arguments Based on Believability of Conclusions

Aslan PatovSept 202410 min read

Narrow Framing: Limited Perspective in Decision Making

Behavioral Economics

Narrow Framing: Limited Perspective in Decision Making

Aslan PatovSept 20247 min read

Blind Spot Bias: Failing to Recognize One's Own Cognitive Biases

Behavioral Economics

Blind Spot Bias: Failing to Recognize One's Own Cognitive Biases

Aslan PatovSept 202410 min read

System Justification: Rationalizing the Status Quo as Just and Deserved

Behavioral Economics

System Justification: Rationalizing the Status Quo as Just and Deserved

Aslan PatovSept 202410 min read

Bias Against Creativity: Preference for Predictable Options Over Novelty

Behavioral Economics

Bias Against Creativity: Preference for Predictable Options Over Novelty

Aslan PatovSept 20247 min read

Evaluative Simplification: Reducing Complexity of Evaluations

Behavioral Economics

Evaluative Simplification: Reducing Complexity of Evaluations

Aslan PatovSept 20247 min read

Benign Violation Theory: Humor Arising from Safe Violations

Behavioral Economics

Benign Violation Theory: Humor Arising from Safe Violations

Aslan PatovSept 20248 min read

Value Contrast Effect: Comparing Values in Decision Making

Behavioral Economics

Value Contrast Effect: Comparing Values in Decision Making

Aslan PatovSept 20247 min read

What Are Customer Experience (CX) Jobs? Roles and Responsibilities

Customer Experience

What Are Customer Experience (CX) Jobs? Roles and Responsibilities

Aslan PatovSept 202410 min read

Distinction Bias: Overemphasis on Differences in Comparative Choices

Behavioral Economics

Distinction Bias: Overemphasis on Differences in Comparative Choices

Aslan PatovSept 202410 min read

Customer Experience (CX) and Satisfaction: The Role of Feedback

Feedback Management

Customer Experience (CX) and Satisfaction: The Role of Feedback

Aslan PatovSept 202410 min read

Customer Experience (CX) and User Experience (UX): Creating a Seamless Digital Journey

Digital Transformation

Customer Experience (CX) and User Experience (UX): Creating a Seamless Digital Journey

Aslan PatovSept 202410 min read

Echo Chamber Effect: Reinforcement of Beliefs Through Homogeneous Information

Behavioral Economics

Echo Chamber Effect: Reinforcement of Beliefs Through Homogeneous Information

Aslan PatovSept 202410 min read

Embracing Continuous Improvement in Service Design

Embracing Continuous Improvement in Service Design

Aslan PatovSept 2024

$The Girl Math$ Behavioral Economics

The Girl Math

Lisa April NaidooSept 20243 min read

Self-Assessment Bias: Inaccurate Self-Evaluation of Abilities

Behavioral Economics

Self-Assessment Bias: Inaccurate Self-Evaluation of Abilities

Aslan PatovSept 202410 min read

Customer Experience (CX) is the Key to Long-Term Business Success

Customer Experience

Customer Experience (CX) is the Key to Long-Term Business Success

Aslan PatovSept 20247 min read

Defensive Attribution: Blaming Victims to Maintain a Just World

Behavioral Economics

Defensive Attribution: Blaming Victims to Maintain a Just World

Aslan PatovSept 20247 min read

Driving Business Growth through Digital Transformation

Digital Transformation

Driving Business Growth through Digital Transformation

Aslan PatovSept 20244 min read

Employee Experience (EX) Design in Airlines & Aviation: Examples & Case Studies

Employee Experience

Employee Experience (EX) Design in Airlines & Aviation: Examples & Case Studies

Aslan PatovSept 202410 min read

Framing & Loss Aversion

Behavioral Economics

Framing & Loss Aversion

Lisa April NaidooSept 20242 min read

Zeigarnik Effect: Customers' Tendency to Remember Incomplete Tasks

Behavioral Economics

Zeigarnik Effect: Customers' Tendency to Remember Incomplete Tasks

Aslan PatovSept 202410 min read

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