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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.

Customer Centricity vs Customer Obsession: How to Choose
Customer ExperienceAugust 2026

Customer Centricity vs Customer Obsession: How to Choose

Customer centricity and customer obsession are not the same thing. Here is how to tell them apart, and how to decide which your organisation actually needs.

Read the article

02 —All Articles

The Journal.

How to Collect Feedback That Actually Improves Journey MapsFeedback Management

How to Collect Feedback That Actually Improves Journey Maps

Aug 2026
CX Design Theory: What It Is and Why It WorksService Design

CX Design Theory: What It Is and Why It Works

Aug 2026
CX Design Thinking vs Traditional Design ThinkingService Design

CX Design Thinking vs Traditional Design Thinking

Aug 2026
The Core Theory of Customer Experience DesignService Design

The Core Theory of Customer Experience Design

Aug 2026
Why Great Customer Experiences Are Engineered Like GamesBehavioral Economics

Why Great Customer Experiences Are Engineered Like Games

Aug 2026
Customer Centricity vs Customer Obsession: The Real DifferenceCustomer Experience

Customer Centricity vs Customer Obsession: The Real Difference

Aug 2026
Turning Customer Feedback Into Real Journey Mapping ToolsFeedback Management

Turning Customer Feedback Into Real Journey Mapping Tools

Aug 2026
Choosing the Right CX Design Tool for Your Team's SizeService Design

Choosing the Right CX Design Tool for Your Team's Size

Aug 2026
SaaS Journey Mapping Software: What Done Right Looks LikeService Design

SaaS Journey Mapping Software: What Done Right Looks Like

Aug 2026
Where Customer Centricity Ends and Customer Intimacy BeginsCustomer Experience

Where Customer Centricity Ends and Customer Intimacy Begins

Aug 2026
What CX Governance Actually Requires to WorkCustomer Experience

What CX Governance Actually Requires to Work

Aug 2026
Bridging UX Design and Journey Mapping Without Duplicating WorkService Design

Bridging UX Design and Journey Mapping Without Duplicating Work

Aug 2026
Why SaaS Needs Different Journey Mapping SoftwareDigital Transformation

Why SaaS Needs Different Journey Mapping Software

Aug 2026
Free vs. Paid CX Design Tools: What's Worth Paying ForDigital Transformation

Free vs. Paid CX Design Tools: What's Worth Paying For

Aug 2026
Customer Centricity or Customer Intimacy? How to ChooseStrategic Planning

Customer Centricity or Customer Intimacy? How to Choose

Aug 2026
Free CX Graphic Resources Worth Downloading in 2026Customer Experience

Free CX Graphic Resources Worth Downloading in 2026

Aug 2026
How UX and CX Teams Use Journey Mapping Tools DifferentlyService Design

How UX and CX Teams Use Journey Mapping Tools Differently

Aug 2026
The Tools That Operationalise CX DesignService Design

The Tools That Operationalise CX Design

Aug 2026
Journey Mapping Software in SaaS: What's Changing in 2026Digital Transformation

Journey Mapping Software in SaaS: What's Changing in 2026

Aug 2026
Tools That Operationalize Customer Experience DesignService Design

Tools That Operationalize Customer Experience Design

Aug 2026
How Guidelines Shape Customer ExperienceService Design

How Guidelines Shape Customer Experience

Aug 2026
Journey Mapping Tools for UX Teams: Where to Start in 2026Service Design

Journey Mapping Tools for UX Teams: Where to Start in 2026

Aug 2026
Customer Centricity vs Customer Intimacy: The Real DifferenceCustomer Experience

Customer Centricity vs Customer Intimacy: The Real Difference

Aug 2026

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