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.

Ideas on experience, behavior & change.

This month's read.

NPS, CSAT, and CES: Which Metric to Use When

The Journal.

What Makes a Loyalty Programme Actually Work

How AI Agents Are Changing Customer Service in 2026

How to Build a Customer Journey Map Teams Actually Use

How to Design an Employee Journey Map That Actually Works

Loss Aversion in Pricing: How Framing Shapes Customer Decisions

How Sony Designs Customer Experience: Vision, Principles & Practice

Key Takeaways From the CX Strategy Summit

What a CX Strategy Module Should Actually Cover

How to Build a Customer Experience Strategy From the Ground Up

CX Management Books Worth Reading — and Where to Find the PDF

Customer Experience Strategy for B2B: What Actually Works

What Customer Experience Management Really Means

Customer Experience Strategy for Local Government: A Real One

How to Structure a Customer Experience Strategy

CX Strategy and Management: How They Work Together

CX Strategy Trends to Watch in 2027: The New Operating Logic

Customer Experience Management in Telecom: Key Considerations

CX Management Jobs: What Employers Are Really Looking For

How CX Management Builds Durable Competitive Advantage

CX Management vs CRM: What's the Real Difference?

CX Management: Why Measuring Is Not the Same as Managing

CX Strategy and Enablement: Turning Plans Into Action

What a Real Customer Experience Strategy Actually Means

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