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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 Leaders Keep Customer Centricity on the Agenda
Customer ExperienceAugust 2026

How Leaders Keep Customer Centricity on the Agenda

Customer centricity fails not from lack of conviction but from lack of structural habit. Here is how leaders build the governance, measurement, and cultural signals that keep it visible.

Read the article

02 —All Articles

The Journal.

Customer Experience vs. User Experience: What's the Real Difference?Customer Experience

Customer Experience vs. User Experience: What's the Real Difference?

Aug 2026
Why Customer Centricity Needs Executive SponsorshipCustomer Experience

Why Customer Centricity Needs Executive Sponsorship

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

Customer Experience vs. Customer Success: The Real Difference

Aug 2026
The Executive's Role in Driving Customer CentricityCustomer Experience

The Executive's Role in Driving Customer Centricity

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

Customer Experience vs. Customer Service: The Real Difference

Aug 2026
Customer Centricity Terminology in Spanish: A Reference GuideCustomer Experience

Customer Centricity Terminology in Spanish: A Reference Guide

Aug 2026
Customer Centricity in Spanish-Speaking MarketsCultural Change

Customer Centricity in Spanish-Speaking Markets

Aug 2026
What Asda's CX Reputation Actually Reveals About Experience DecayCustomer Experience

What Asda's CX Reputation Actually Reveals About Experience Decay

Aug 2026
Customer Centricity in Spanish: What the Term Really MeansCustomer Experience

Customer Centricity in Spanish: What the Term Really Means

Aug 2026
The Link Between University and Customer ExperienceLearning & Development

The Link Between University and Customer Experience

Aug 2026
How Technology Is Reshaping Customer ExperienceDigital Transformation

How Technology Is Reshaping Customer Experience

Aug 2026
Building a Customer Centricity Strategy for 2026Customer Experience

Building a Customer Centricity Strategy for 2026

Aug 2026
The Link Between Trainer Quality and Customer ExperienceLearning & Development

The Link Between Trainer Quality and Customer Experience

Aug 2026
Customer Centricity Strategy: Not Just a SloganCustomer Experience

Customer Centricity Strategy: Not Just a Slogan

Aug 2026
The Link Between Touchpoints and Customer ExperienceCustomer Experience

The Link Between Touchpoints and Customer Experience

Aug 2026
Customer Centricity Terminology in French: A Reference GuideCustomer Experience

Customer Centricity Terminology in French: A Reference Guide

Aug 2026
Customer Experience Trends to Watch in 2026Customer Experience

Customer Experience Trends to Watch in 2026

Aug 2026
Customer Centricity in French-Speaking Markets: A Trust Architecture GuideCustomer Experience

Customer Centricity in French-Speaking Markets: A Trust Architecture Guide

Aug 2026
Customer Experience Transformation: Not Just a SloganOrganizational Transformation

Customer Experience Transformation: Not Just a Slogan

Aug 2026
Customer Centricity in French: A Practical CX ExplainerCustomer Experience

Customer Centricity in French: A Practical CX Explainer

Aug 2026
The Core Customer Experience Theory ExplainedCustomer Experience

The Core Customer Experience Theory Explained

Aug 2026
Who Should Own Customer Centricity Inside Your Company?Customer Experience

Who Should Own Customer Centricity Inside Your Company?

Aug 2026
What a Customer Experience Team Actually Does Day to DayCustomer Experience

What a Customer Experience Team Actually Does Day to Day

Aug 2026

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