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.

Customer ExperienceAugust 2026

Customer Centricity: A Look Back at How Far It's Come

Most organisations claim to be customer-centric. Very few actually are. This article traces how the discipline evolved — and why the gap between claim and reality persists.

Read the article

02 —All Articles

Ideas on experience, behavior & change.

This month's read.

Customer Centricity: A Look Back at How Far It's Come

The Journal.

The Music Playing in Your Branch Is Costing You Customers

What Customer Experience Background Do You Need in 2026?

CX Certificates and Customer Experience: Closing the Gap

What CX Engineering in Aerospace Teaches Every CX Leader

How to Improve Customer Experience in Mobile Apps

Mobile App CX: The Small Frictions That Drive Users Away

Redesigning a Mobile App Around Customer Experience

Not Just Features: What Customer Experience Actually Is

How to Build a Real E-Commerce Customer Experience Strategy

The E-Commerce Customer Experience Playbook

Where Most E-Commerce CX Strategies Fall Apart

Best Practices for Enhancing Customer Experience in Banking

What Sets the Best Banking Customer Experiences Apart

Modernising Banking CX Without Losing Customer Trust

How to Collect Customer Feedback That Actually Improves Experience

Beyond the Survey: Better Ways to Collect Customer Feedback

What Citizen Experience Really Means for Government Services

The EX–CX Link: Why Employee Experience Drives Customer Outcomes

How to Build a Voice of Customer Programme That Actually Changes Decisions

The Peak-End Rule: How Memory Shapes Customer Experience

Why CX Design Belongs on Every Leadership Agenda

Decoding the Customer Experience Job Description

Customer Experience Design: A Practical Introduction

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