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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.

How Customer Experience Works in 2026: The Complete Guide
Customer ExperienceAugust 2026

How Customer Experience Works in 2026: The Complete Guide

CX is not a department or a survey score — it is what people remember and tell others. This guide maps the structure, roles, and strategy behind effective customer experience in 2026.

Read the article

02 —All Articles

The Journal.

Customer Centricity in Financial Services: What's ChangingCustomer Experience

Customer Centricity in Financial Services: What's Changing

Aug 2026
How Many Years of CX Experience Do You Actually Have?Customer Experience

How Many Years of CX Experience Do You Actually Have?

Aug 2026
Why Customer Centricity Starts With Your PeopleEmployee Experience

Why Customer Centricity Starts With Your People

Aug 2026
Customer Experience vs. Customer Journey: The Real DifferenceCustomer Experience

Customer Experience vs. Customer Journey: The Real Difference

Aug 2026
The Link Between Retention and Customer ExperienceCustomer Experience

The Link Between Retention and Customer Experience

Aug 2026
Engaging Employees in Customer Centricity: What Actually WorksEmployee Experience

Engaging Employees in Customer Centricity: What Actually Works

Aug 2026
When Feedback Loops Fail: Fixing Customer CentricityFeedback Management

When Feedback Loops Fail: Fixing Customer Centricity

Aug 2026
The Link Between User Experience and Customer ExperienceCustomer Experience

The Link Between User Experience and Customer Experience

Aug 2026
The Link Between Loyalty and Customer ExperienceCustomer Loyalty

The Link Between Loyalty and Customer Experience

Aug 2026
How to Collect Feedback That Actually Improves Customer CentricityFeedback Management

How to Collect Feedback That Actually Improves Customer Centricity

Aug 2026
Relationship Management and Customer Experience: One DisciplineCustomer Experience

Relationship Management and Customer Experience: One Discipline

Aug 2026
Turning Customer Feedback Into Real Customer CentricityCustomer Experience

Turning Customer Feedback Into Real Customer Centricity

Aug 2026
The Link Between Satisfaction and Customer ExperienceCustomer Experience

The Link Between Satisfaction and Customer Experience

Aug 2026
Customer Centricity Frameworks Compared: What WorksCustomer Experience

Customer Centricity Frameworks Compared: What Works

Aug 2026
Where Most Teams Get Customer Centricity Framework WrongCustomer Experience

Where Most Teams Get Customer Centricity Framework Wrong

Aug 2026
The Link Between Employee Engagement and Customer ExperienceEmployee Experience

The Link Between Employee Engagement and Customer Experience

Aug 2026
What Zoom's CX Reputation Actually Looks Like in 2026Customer Experience

What Zoom's CX Reputation Actually Looks Like in 2026

Aug 2026
The Core Customer Centricity Framework, ExplainedCustomer Experience

The Core Customer Centricity Framework, Explained

Aug 2026
What Zappos Gets Right About Customer ExperienceCustomer Experience

What Zappos Gets Right About Customer Experience

Aug 2026
Is a Customer Centricity Summit Worth the Investment?Customer Experience

Is a Customer Centricity Summit Worth the Investment?

Aug 2026
What Zara Gets Right About Customer ExperienceCustomer Experience

What Zara Gets Right About Customer Experience

Aug 2026
What CX Leaders Are Debating at Customer Centricity Summits in 2026Customer Experience

What CX Leaders Are Debating at Customer Centricity Summits in 2026

Aug 2026
AI and Customer Experience: Getting the Link RightDigital Transformation

AI and Customer Experience: Getting the Link Right

Aug 2026

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