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.

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This month's read.

Customer ExperienceSeptember 2024 · 15 min read

Customer Experience (CX) is the New Competitive Advantage

Customer Experience (CX) has rapidly evolved from a secondary business focus to a primary driver of competitive advantage. As products and services become increasingly commoditized, businesses are recognizing that a superior CX can set them apart from their competitors and create a loyal customer base.

Ideas on experience,behavior & change.

This month's read.

Customer Experience (CX) is the New Competitive Advantage

The Journal.

The Halo Effect: Enhancing Customer Experience through Positive Perceptions

The Financial Benefits of Customer Experience (CX)

Customer Experience (CX) is Important: Insights from Industry Leaders

The Dunning-Kruger Effect: Understanding Its Impact on Employee and Customer Experience

Customer Experience (CX) for Financial Services in 2025: 30 Trends and Strategies

Customer Experience (CX) Analyst: How to Drive Insights and Improvements

Customer Experience (CX) is Equal to Customer Satisfaction: Measuring the Impact

The Choice Paradox Bias

Impact Heuristic Effect: Judging Importance Based on Perceived Impact

Customer Experience (CX) for Dummies: Key Concepts Explained

The Benefits of Earning a Customer Experience (CX) Certification

How Spotify Delivers a Unique Customer Experience (CX) with Personalized Music Recommendations

Customer Archetypes Examples: Understanding Your Customers Across Industries

Temporal Projection: Projecting Current Time Perceptions into the Future

Temporal Framing Bias: Framing Events Based on Time Contexts

Customer Experience (CX) in Retail: The Role of Omnichannel Strategies

Temporal Dynamics: Influence of Time on Perception and Decision Making

Identifying Key Customer Experience (CX) Touchpoints in the Customer Journey

Customer Experience (CX) in Retail: Navigating the E-commerce Boom

Cultural Bias: The Effect of Cultural Backgrounds on Customer Preferences

System 1 and System 2 Thinking: Fast vs. Slow Thinking in Decisions

Surrogate Outcome Bias: Focusing on Tangible Outcomes Rather Than True Goals

How to Turn Customer Experience (CX) Insights into Actionable Strategies

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Ideas on experience,
behavior & change.