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 · 9 min read

How to Run a Successful Customer Experience (CX) Workshop

In today’s customer-driven marketplace, the importance of Customer Experience (CX) cannot be overstated. To ensure that your team fully understands and embraces the principles of CX, running a dedicated CX workshop is essential. A well-organized CX workshop can help align your team’s efforts, identify areas for improvement, and generate innovative ideas to enhance the customer journey.

Ideas on experience,behavior & change.

This month's read.

How to Run a Successful Customer Experience (CX) Workshop

The Journal.

How Rolls-Royce Delivers Exceptional Customer Experience (CX) with Bespoke Luxury Services

Stereotyping: Overgeneralized Beliefs About a Group of People

How to Measure Customer Experience (CX) Metrics Effectively

Customer Experience (CX) in Banking: How Financial Institutions Can Win Over Customers

Spillover Heuristic: Influence of One Event on Perceptions of Another

Social Responsibility in ESG

Customer Experience (CX) for Financial Services: Navigating Digital Transformation

Processing Fluency: Ease of Processing Information Affects Customer Preferences

Primacy Bias: Overemphasis on Initial Information

Customer Experience (CX) in Healthcare: Building Trust and Empathy

Social Facilitation Effect: Performance Changes in the Presence of Others

Simulation Heuristic: Judging Likelihood Based on Ease of Imagining an Event

Customer Experience (CX) for Financial Services in 2025: 40 Case Studies

Customer Experience (CX) and Technology: Enhancing the Digital Experience

Counterfactual Thinking: Imagining Alternative Scenarios That Did Not Happen

Customer Experience (CX) and Personalization: The Impact on Customer Loyalty

Self-Categorization Theory: Group Identity Influencing Behavior

Sensemaking Bias: Creating Coherent Stories from Incoherent Data

Customer Experience (CX) and Omnichannel Strategies: Connecting Every Touchpoint

Context-Dependent Memory: Improved Recall When Context Matches Encoding

Semantic Bias: Influence of Language on Perception and Decision Making

Self-Inflicted Bias: Behaviors That Reinforce Existing Beliefs

Rationalization Bias: Justifying Actions and Beliefs

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Ideas on experience,
behavior & change.