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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 a Good Customer Centricity Workshop Should Teach You
Customer ExperienceAugust 2026

What a Good Customer Centricity Workshop Should Teach You

Most customer centricity workshops end with sticky notes and enthusiasm but no Monday-morning behaviour change. Here is what a serious one should actually teach.

Read the article

02 —All Articles

The Journal.

Victoria's Secret CX: What the Reputation Actually RevealsCustomer Experience

Victoria's Secret CX: What the Reputation Actually Reveals

Aug 2026
Free vs. Paid Customer Centricity Workshops: Which Is Worth Your Time?Learning & Development

Free vs. Paid Customer Centricity Workshops: Which Is Worth Your Time?

Aug 2026
VinFast's CX Reputation: What Went Wrong After the SaleCustomer Experience

VinFast's CX Reputation: What Went Wrong After the Sale

Aug 2026
What Wharton Says About Customer CentricityCustomer Experience

What Wharton Says About Customer Centricity

Aug 2026
Customer Experience vs. Total Sales: What's the Real Difference?Customer Experience

Customer Experience vs. Total Sales: What's the Real Difference?

Aug 2026
Wharton's Customer Centricity vs. Real-World PracticeCustomer Experience

Wharton's Customer Centricity vs. Real-World Practice

Aug 2026
What Wuling's Customer Experience Reputation Actually Looks LikeCustomer Experience

What Wuling's Customer Experience Reputation Actually Looks Like

Aug 2026
Applying Wharton's Customer Centricity Research to Your BusinessCustomer Experience

Applying Wharton's Customer Centricity Research to Your Business

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

What Whatnot's CX Reputation Actually Looks Like

Aug 2026
Customer Centricity: The Wikipedia Definition, Fact-CheckedCustomer Experience

Customer Centricity: The Wikipedia Definition, Fact-Checked

Aug 2026
The Link Between Watches and Customer Experience DesignService Design

The Link Between Watches and Customer Experience Design

Aug 2026
What Wikipedia Gets Right (and Wrong) About Customer CentricityCustomer Experience

What Wikipedia Gets Right (and Wrong) About Customer Centricity

Aug 2026
Customer Service vs. Customer Experience: The Real DifferenceCustomer Experience

Customer Service vs. Customer Experience: The Real Difference

Aug 2026
Beyond Wikipedia: What Customer Centricity Actually RequiresCustomer Experience

Beyond Wikipedia: What Customer Centricity Actually Requires

Aug 2026
Proactive vs. Reactive CX: What's the Real Difference?Customer Experience

Proactive vs. Reactive CX: What's the Real Difference?

Aug 2026
Customer Centricity: Other Words for the Same IdeaCustomer Experience

Customer Centricity: Other Words for the Same Idea

Aug 2026
How Supply Chain Problems Quietly Wreck Customer ExperienceCustomer Experience

How Supply Chain Problems Quietly Wreck Customer Experience

Aug 2026
Why the Language of Customer Centricity Keeps ChangingCustomer Experience

Why the Language of Customer Centricity Keeps Changing

Aug 2026
The Link Between Seller and Customer ExperienceEmployee Experience

The Link Between Seller and Customer Experience

Aug 2026
Choosing the Right Words to Talk About Customer Centricity InternallyCultural Change

Choosing the Right Words to Talk About Customer Centricity Internally

Aug 2026
How Price Changes Test Customer Experience LoyaltyCustomer Loyalty

How Price Changes Test Customer Experience Loyalty

Aug 2026
Customer Centricity in 2026: What's Changed and Why It MattersCustomer Experience

Customer Centricity in 2026: What's Changed and Why It Matters

Aug 2026
How QR Codes Are Reshaping Customer ExperienceService Design

How QR Codes Are Reshaping Customer Experience

Aug 2026

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