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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 Starbucks's CX Reputation Actually Looks Like
Customer ExperienceAugust 2026

What Starbucks's CX Reputation Actually Looks Like

Starbucks built its reputation on personalisation, ritual, and belonging — then eroded it through operational efficiency. Here's what the decline and recovery reveal about CX mechanics.

Read the article

02 —All Articles

The Journal.

Customer Centricity Trends to Watch in 2026Customer Experience

Customer Centricity Trends to Watch in 2026

Aug 2026
The Best CX TED Talks Worth Your Time in 2026Learning & Development

The Best CX TED Talks Worth Your Time in 2026

Aug 2026
Where Customer Centricity Is Heading — and Why It MattersCustomer Experience

Where Customer Centricity Is Heading — and Why It Matters

Aug 2026
Customer Centricity Topics Worth Exploring in 2026Customer Experience

Customer Centricity Topics Worth Exploring in 2026

Aug 2026
Why Airports Are the Purest Laboratory for CXService Design

Why Airports Are the Purest Laboratory for CX

Aug 2026
The Customer Centricity Questions Nobody's Answering YetCustomer Experience

The Customer Centricity Questions Nobody's Answering Yet

Aug 2026
DoorDash CX Reputation: What the Reviews Really RevealCustomer Experience

DoorDash CX Reputation: What the Reviews Really Reveal

Aug 2026
Customer Centricity Taglines Worth Putting on the WallCustomer Experience

Customer Centricity Taglines Worth Putting on the Wall

Aug 2026
Is a Customer Experience Degree Worth Pursuing in 2026?Learning & Development

Is a Customer Experience Degree Worth Pursuing in 2026?

Aug 2026
How to Write a Customer Centricity Tagline That WorksCustomer Experience

How to Write a Customer Centricity Tagline That Works

Aug 2026
The Link Between Content and Customer ExperienceCustomer Experience

The Link Between Content and Customer Experience

Aug 2026
The Best Customer Centricity Taglines to Keep You HonestCultural Change

The Best Customer Centricity Taglines to Keep You Honest

Aug 2026
Beauty as a Behavioural Force in Customer ExperienceService Design

Beauty as a Behavioural Force in Customer Experience

Aug 2026
Building a Content Calendar Around Customer CentricityCustomer Experience

Building a Content Calendar Around Customer Centricity

Aug 2026
BMW's Customer Experience Reputation: What the Evidence ShowsCustomer Experience

BMW's Customer Experience Reputation: What the Evidence Shows

Aug 2026
Practical Techniques for Building Customer CentricityCustomer Experience

Practical Techniques for Building Customer Centricity

Aug 2026
What Delta's CX Reputation Actually Looks LikeCustomer Experience

What Delta's CX Reputation Actually Looks Like

Aug 2026
Techniques That Make Teams More Customer-CentricCustomer Experience

Techniques That Make Teams More Customer-Centric

Aug 2026
How to Evaluate Customer Experience HonestlyFeedback Management

How to Evaluate Customer Experience Honestly

Aug 2026
Simple Techniques to Keep Customers at the CenterCustomer Experience

Simple Techniques to Keep Customers at the Center

Aug 2026
What Customer Experience Really Means as a Career in 2026Customer Experience

What Customer Experience Really Means as a Career in 2026

Aug 2026
How Uber Approaches Customer CentricityCustomer Experience

How Uber Approaches Customer Centricity

Aug 2026
Handling Escalations Without Damaging Customer ExperienceCustomer Experience

Handling Escalations Without Damaging Customer Experience

Aug 2026

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