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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.

Building a Customer Centricity Transformation for 2026
Organizational TransformationAugust 2026

Building a Customer Centricity Transformation for 2026

Most organisations claim to be customer-centric. Few actually are. This guide explains the architecture, failure modes, and structural steps to build a transformation that holds.

Read the article

02 —All Articles

The Journal.

What a CX Representative Actually Does in EnterpriseCustomer Experience

What a CX Representative Actually Does in Enterprise

Aug 2026
Customer Centricity Transformation: Not Just a SloganOrganizational Transformation

Customer Centricity Transformation: Not Just a Slogan

Aug 2026
Applying Deloitte's Customer Centricity Research to Your BusinessCustomer Experience

Applying Deloitte's Customer Centricity Research to Your Business

Aug 2026
What the 2026 CX Report Reveals About the Perception GapCustomer Experience

What the 2026 CX Report Reveals About the Perception Gap

Aug 2026
What a CX Manager Actually Does Day to Day in RemoteCustomer Experience

What a CX Manager Actually Does Day to Day in Remote

Aug 2026
Customer Centricity Best Practices: Talk vs. Real FocusCustomer Experience

Customer Centricity Best Practices: Talk vs. Real Focus

Aug 2026
Customer Centricity Best Practices Worth AdoptingCustomer Experience

Customer Centricity Best Practices Worth Adopting

Aug 2026
Where Marketing and CX Must Work as OneCustomer Experience

Where Marketing and CX Must Work as One

Aug 2026
Why Banking Needs a Different Take on Customer CentricityCustomer Experience

Why Banking Needs a Different Take on Customer Centricity

Aug 2026
Customer Centricity in Banking: What's Really ChangingCustomer Experience

Customer Centricity in Banking: What's Really Changing

Aug 2026
B2B Customer Centricity: Case Studies That Actually WorkCustomer Experience

B2B Customer Centricity: Case Studies That Actually Work

Aug 2026
CX Metrics People Actually Trust: A Practical GuideFeedback Management

CX Metrics People Actually Trust: A Practical Guide

Aug 2026
Why B2B Customer Centricity Needs Its Own FrameworkCustomer Experience

Why B2B Customer Centricity Needs Its Own Framework

Aug 2026
Decoding the Customer Experience Manager Job DescriptionCustomer Experience

Decoding the Customer Experience Manager Job Description

Aug 2026
Customer Centricity in B2B: What's Changing in 2026Customer Experience

Customer Centricity in B2B: What's Changing in 2026

Aug 2026
Why Journey Maps Are the Most Misused Tool in CXCustomer Experience

Why Journey Maps Are the Most Misused Tool in CX

Aug 2026
Customer Experience Manager Salary in 2026: The Full PictureCustomer Experience

Customer Experience Manager Salary in 2026: The Full Picture

Aug 2026
What Customer Experience Actually Means (And What It Is Not)Customer Experience

What Customer Experience Actually Means (And What It Is Not)

Aug 2026
What BCG Says About Customer CentricityCustomer Experience

What BCG Says About Customer Centricity

Aug 2026
Peter Fader's Customer Centricity: What Still Holds in 2026Customer Experience

Peter Fader's Customer Centricity: What Still Holds in 2026

Aug 2026
Customer Centricity Benefits That Rarely Make the Business CaseCustomer Experience

Customer Centricity Benefits That Rarely Make the Business Case

Aug 2026
Decoding the Customer Experience Lead Job DescriptionCustomer Experience

Decoding the Customer Experience Lead Job Description

Aug 2026
Where to Find CX Lead Jobs in 2026 (And Read Them Right)Customer Experience

Where to Find CX Lead Jobs in 2026 (And Read Them Right)

Aug 2026

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