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.

Customer ExperienceSeptember 2024 · 10 min read

25 Inspiring Customer Experience (CX) Quotes from Industry Leaders

This article compiles inspiring quotes from some of the most influential figures in the CX space, offering insights into the importance of CX and how it shapes the future of business. These quotes not only motivate but also serve as valuable lessons for companies looking to enhance their CX strategies.

Read the article

02 —All Articles

The Journal.

Strategic Planning

Operational Excellence

Aslan PatovSept 202410 min read

Ideas on experience,behavior & change.

This month's read.

25 Inspiring Customer Experience (CX) Quotes from Industry Leaders

The Journal.

Operational Excellence

Proactive Engagement: The Key to Strengthening Customer Loyalty

Primary Effect: Lasting Impact of Initial Information

Perceptual Contrast Effect: Judging Options Based on Comparison with Others

Aesthetic Usability Effect: Influence of Aesthetics on Perceived Usability

Aligning Customer Experience (CX) Outcomes with Business Objectives

Aligning Leadership & Vision

Agency Bias: Overattributing Actions to Human Agency

Anchoring Effect: Influence of Initial Information on Customer Perception

Anchoring Heuristic: Initial Information Heavily Influencing Decisions

Perceived Control: Importance of Customers Feeling in Control

Applying Customer Experience (CX) Theory to Real-World Scenarios

Anthropomorphism: Attributing Human Traits to Non-Human Entities in Customer Experience

Associative Bias: Connecting Unrelated Ideas in Customer Mindsets

Anthropocentric Bias: Human-Centered Thinking in Evaluations

Customer Archetype vs. Persona

Authority Bias: Influence of Expert Recommendations on Customer Choices

Availability Cascade: Belief Becoming More Plausible Through Repetition

Availability Heuristic: Leveraging Immediate Impressions to Enhance Customer Experience

Base Rate Fallacy: Ignoring General Information in Favor of Specifics

Behavioral Confirmation: Self-Fulfilling Prophecies in Customer Interactions

Customer Experience (CX) vs. Customer Journey: Understanding the Connection

Salience Heuristic: Overemphasis on Prominent Information

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Ideas on experience,
behavior & change.