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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.

What a Customer Experience Team Actually Does Day to Day
Customer ExperienceAugust 2026

What a Customer Experience Team Actually Does Day to Day

Most organisations have a CX team. Far fewer can explain what it does on a Tuesday afternoon. Here is the ground-level account of the real daily work.

Read the article

02 —All Articles

The Journal.

Structuring Your Organisation Around Customer CentricityOrganizational Transformation

Structuring Your Organisation Around Customer Centricity

Aug 2026
Best Customer Experience Trainings to Consider in 2026Learning & Development

Best Customer Experience Trainings to Consider in 2026

Aug 2026
Should You Have a Dedicated Customer Centricity Department?Customer Experience

Should You Have a Dedicated Customer Centricity Department?

Aug 2026
Key Takeaways From the 2026 Customer Experience SummitCustomer Experience

Key Takeaways From the 2026 Customer Experience Summit

Aug 2026
How to Prove Customer Centricity Impact to a Skeptical CFOStrategic Planning

How to Prove Customer Centricity Impact to a Skeptical CFO

Aug 2026
How Supervisors Shape Customer Experience More Than StrategyEmployee Experience

How Supervisors Shape Customer Experience More Than Strategy

Aug 2026
Building the ROI Case for Customer Centricity InvestmentStrategic Planning

Building the ROI Case for Customer Centricity Investment

Aug 2026
The Survey–Experience Link: Why Your Scores LieFeedback Management

The Survey–Experience Link: Why Your Scores Lie

Aug 2026
Does Customer Centricity Actually Pay Off? What the Numbers ShowCustomer Experience

Does Customer Centricity Actually Pay Off? What the Numbers Show

Aug 2026
Where to Find CX Specialist Jobs in 2026Customer Experience

Where to Find CX Specialist Jobs in 2026

Aug 2026
Where Customer Centricity Meets DesignService Design

Where Customer Centricity Meets Design

Aug 2026
Decoding the Customer Experience Specialist Job DescriptionCustomer Experience

Decoding the Customer Experience Specialist Job Description

Aug 2026
Designing Products and Services Around the CustomerService Design

Designing Products and Services Around the Customer

Aug 2026
The Link Between Synonym and Customer ExperienceCustomer Experience

The Link Between Synonym and Customer Experience

Aug 2026
How Customer Centricity Shapes Design DecisionsService Design

How Customer Centricity Shapes Design Decisions

Aug 2026
The Strategist and Customer Experience: Where Agency Decides EverythingStrategic Planning

The Strategist and Customer Experience: Where Agency Decides Everything

Aug 2026
Turning Raw Data Into Customer Centricity DecisionsCustomer Experience

Turning Raw Data Into Customer Centricity Decisions

Aug 2026
Customer Experience Strategy: Not Just a SloganStrategic Planning

Customer Experience Strategy: Not Just a Slogan

Aug 2026
The Data Most CX Teams Are Missing to Improve Customer CentricityCustomer Experience

The Data Most CX Teams Are Missing to Improve Customer Centricity

Aug 2026
What a Remote CX Representative Actually Does Day to DayCustomer Experience

What a Remote CX Representative Actually Does Day to Day

Aug 2026
Using Data to Drive Customer CentricityCustomer Experience

Using Data to Drive Customer Centricity

Aug 2026
Where Customer Centricity Transformations Break DownOrganizational Transformation

Where Customer Centricity Transformations Break Down

Aug 2026
Roles, Responsibilities and the Hidden Architecture of CXCustomer Experience

Roles, Responsibilities and the Hidden Architecture of CX

Aug 2026

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