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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.

Bystander Effect: Inaction in Emergency Situations Due to Diffusion of Responsibility
Behavioral EconomicsSeptember 2024 · 8 min read

Bystander Effect: Inaction in Emergency Situations Due to Diffusion of Responsibility

Imagine a situation where a customer witnesses poor service in a store but chooses not to intervene or speak up, assuming someone else will. This scenario illustrates the Bystander Effect, where individuals are less likely to take action in an emergency when others are present, due to a diffusion of responsibility.

Read the article

02 —All Articles

The Journal.

Customer Experience (CX) is Everyone’s Responsibility: Building a Customer-Centric CultureCustomer Experience

Customer Experience (CX) is Everyone’s Responsibility: Building a Customer-Centric Culture

Aslan PatovSept 202410 min read
Capability Building & SupportChange Management

Capability Building & Support

Aslan PatovSept 20245 min read
Career Path and Opportunities for Customer Experience (CX) ProfessionalsCustomer Experience

Career Path and Opportunities for Customer Experience (CX) Professionals

Aslan PatovSept 20248 min read
Customer LoyaltyBehavioral Economics

Customer Loyalty

Lisa April NaidooSept 20245 min read
Causality Heuristic: Simplifying Cause-and-Effect RelationshipsBehavioral Economics

Causality Heuristic: Simplifying Cause-and-Effect Relationships

Aslan PatovSept 202410 min read
Causal Attribution: Inferring Causes for Events and BehaviorsBehavioral Economics

Causal Attribution: Inferring Causes for Events and Behaviors

Aslan PatovSept 20247 min read
Cheerleader Effect: Objects Appearing More Attractive in GroupsBehavioral Economics

Cheerleader Effect: Objects Appearing More Attractive in Groups

Aslan PatovSept 202410 min read
10 Customer Experience (CX) Principles by Renascence. How brands apply them?Customer Experience

10 Customer Experience (CX) Principles by Renascence. How brands apply them?

Aslan PatovSept 202410 min read
Choice-Supportive Bias: Post-Purchase Rationalization in Customer LoyaltyBehavioral Economics

Choice-Supportive Bias: Post-Purchase Rationalization in Customer Loyalty

Aslan PatovSept 202410 min read
Cross-Modal Bias: Influence of One Sensory Modality on AnotherBehavioral Economics

Cross-Modal Bias: Influence of One Sensory Modality on Another

Aslan PatovSept 20247 min read
Cognitive Dissonance: Discomfort from Conflicting Beliefs in Customer LoyaltyBehavioral Economics

Cognitive Dissonance: Discomfort from Conflicting Beliefs in Customer Loyalty

Aslan PatovSept 202410 min read
Confirmation Trap: Seeking Evidence to Support BeliefsBehavioral Economics

Confirmation Trap: Seeking Evidence to Support Beliefs

Aslan PatovSept 20247 min read
Customer Experience (CX) Focus: Strategies for Keeping the Customer at the CenterStrategic Planning

Customer Experience (CX) Focus: Strategies for Keeping the Customer at the Center

Aslan PatovSept 202410 min read
Commitment Bias: Staying Loyal to Initial DecisionsBehavioral Economics

Commitment Bias: Staying Loyal to Initial Decisions

Aslan PatovSept 20247 min read
Commitment Heuristic: Commitment to Initial Decisions and InvestmentsBehavioral Economics

Commitment Heuristic: Commitment to Initial Decisions and Investments

Aslan PatovSept 20247 min read
Confirmation Bias: Seeking Confirmatory InformationBehavioral Economics

Confirmation Bias: Seeking Confirmatory Information

Aslan PatovSept 20247 min read
Comparative Optimism: Believing Personal Risks are Lower than OthersBehavioral Economics

Comparative Optimism: Believing Personal Risks are Lower than Others

Aslan PatovSept 20247 min read
System Justification: Rationalizing the Status Quo as Just and DeservedBehavioral Economics

System Justification: Rationalizing the Status Quo as Just and Deserved

Aslan PatovSept 202410 min read
Confirmation Bias: Navigating Its Impact on Customer ExperienceBehavioral Economics

Confirmation Bias: Navigating Its Impact on Customer Experience

Aslan PatovSept 202410 min read
Conducting Customer Experience (CX) Research: Key Methods and Best PracticesMystery Shopping

Conducting Customer Experience (CX) Research: Key Methods and Best Practices

Aslan PatovSept 202410 min read
Compartmentalization: Separating Conflicting BeliefsBehavioral Economics

Compartmentalization: Separating Conflicting Beliefs

Aslan PatovSept 20247 min read
Contagion Heuristic: Belief That Objects Carry Essences That Affect JudgmentsBehavioral Economics

Contagion Heuristic: Belief That Objects Carry Essences That Affect Judgments

Aslan PatovSept 202410 min read
Top Customer Experience (CX) Courses for Professionals in 2025Learning & Development

Top Customer Experience (CX) Courses for Professionals in 2025

Aslan PatovSept 202412 min read

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