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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 Uber Gets Right About Customer Centricity (And What It Doesn't)
Customer ExperienceAugust 2026

What Uber Gets Right About Customer Centricity (And What It Doesn't)

Uber excels at friction removal and behavioural design yet repeatedly undermines customer trust at the strategic level. Here is what that tension teaches every CX leader.

Read the article

02 —All Articles

The Journal.

Flight as a CX Laboratory: What Aviation Teaches UsCustomer Experience

Flight as a CX Laboratory: What Aviation Teaches Us

Aug 2026
Customer Centricity Lessons From Uber You Can Actually UseCustomer Experience

Customer Centricity Lessons From Uber You Can Actually Use

Aug 2026
The Link Between Food and Customer ExperienceCustomer Experience

The Link Between Food and Customer Experience

Aug 2026
How Customer Centricity Shapes User ExperienceCustomer Experience

How Customer Centricity Shapes User Experience

Aug 2026
What Fashion Teaches Us About Customer Experience DesignCustomer Experience

What Fashion Teaches Us About Customer Experience Design

Aug 2026
Connecting Customer Centricity to UX DecisionsCustomer Experience

Connecting Customer Centricity to UX Decisions

Aug 2026
Food Delivery and Customer Experience: The Behavioral TruthBehavioral Economics

Food Delivery and Customer Experience: The Behavioral Truth

Aug 2026
Where Customer Centricity and UX OverlapService Design

Where Customer Centricity and UX Overlap

Aug 2026
Google as a CX Touchpoint: What Search Reveals About Your ExperienceCustomer Experience

Google as a CX Touchpoint: What Search Reveals About Your Experience

Aug 2026
Building Customer Centricity Values That Actually StickCultural Change

Building Customer Centricity Values That Actually Stick

Aug 2026
GEICO's Customer Experience Reputation: What It Really Tells UsCustomer Experience

GEICO's Customer Experience Reputation: What It Really Tells Us

Aug 2026
Customer Centricity Values: What Real Looks LikeCustomer Experience

Customer Centricity Values: What Real Looks Like

Aug 2026
Hollister's CX Reputation: Atmosphere as StrategyCustomer Experience

Hollister's CX Reputation: Atmosphere as Strategy

Aug 2026
How Leaders Signal Customer Centricity Through Daily DecisionsCultural Change

How Leaders Signal Customer Centricity Through Daily Decisions

Aug 2026
Hyundai's Customer Experience Reputation: What's Really Behind ItCustomer Experience

Hyundai's Customer Experience Reputation: What's Really Behind It

Aug 2026
Building a Customer Centricity Vision That SticksStrategic Planning

Building a Customer Centricity Vision That Sticks

Aug 2026
CX Horror Stories: What They Reveal About Company FailureCustomer Experience

CX Horror Stories: What They Reveal About Company Failure

Aug 2026
Customer Centricity Vision: What It Looks Like When It's RealCustomer Experience

Customer Centricity Vision: What It Looks Like When It's Real

Aug 2026
Tesla's CX Reputation: Brilliant Product, Broken Service LayerCustomer Experience

Tesla's CX Reputation: Brilliant Product, Broken Service Layer

Aug 2026
How Leaders Signal Customer Centricity Through Daily DecisionsCultural Change

How Leaders Signal Customer Centricity Through Daily Decisions

Aug 2026
What T-Mobile's CX Reputation Is Actually Built OnCustomer Experience

What T-Mobile's CX Reputation Is Actually Built On

Aug 2026
Best Customer Centricity Workshops to Consider in 2026Customer Experience

Best Customer Centricity Workshops to Consider in 2026

Aug 2026
The Teller as a Moment-of-Truth Amplifier in Banking CXCustomer Experience

The Teller as a Moment-of-Truth Amplifier in Banking CX

Aug 2026

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