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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.

Qualitative vs Quantitative Research: Where Each Belongs in CX
Service DesignOctober 2026

Qualitative vs Quantitative Research: Where Each Belongs in CX

The qual-vs-quant debate is a false choice. The real skill is mapping each method to the right layer of the service blueprint so research becomes a design tool, not a report.

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02 —All Articles

The Journal.

Bain's Net Promoter System, Explained ProperlyFeedback Management

Bain's Net Promoter System, Explained Properly

Grace HarmonOct 2026
What Galeries Lafayette gets right about customer loyaltyCustomer Experience

What Galeries Lafayette gets right about customer loyalty

Nathan BrooksOct 2026
What Namshi Gets Right About Customer Loyalty Without PointsCustomer Loyalty

What Namshi Gets Right About Customer Loyalty Without Points

Nathan BrooksOct 2026
Relationship NPS vs Transactional NPS: Why the Gap MattersFeedback Management

Relationship NPS vs Transactional NPS: Why the Gap Matters

Liam DonovanOct 2026
KPMG's Six Pillars of Customer Experience ExplainedCustomer Experience

KPMG's Six Pillars of Customer Experience Explained

Grace HarmonOct 2026
Wellbeing and burnout in customer-facing rolesCustomer Experience

Wellbeing and burnout in customer-facing roles

Isabella MooreOct 2026
Lulu Hypermarket's CX Playbook: Why More Choice Can WinCustomer Experience

Lulu Hypermarket's CX Playbook: Why More Choice Can Win

Nathan BrooksOct 2026
How Shopee Designs CX: Localisation Over One Global AppCustomer Experience

How Shopee Designs CX: Localisation Over One Global App

Nathan BrooksOct 2026
How Ounass Turns Customer Feedback Into Better ServiceFeedback Management

How Ounass Turns Customer Feedback Into Better Service

Nathan BrooksOct 2026
How Flipkart Turns Customer Feedback Into Better ServiceFeedback Management

How Flipkart Turns Customer Feedback Into Better Service

Nathan BrooksOct 2026
Why Points Don't Measure Loyalty (And What Does)Customer Loyalty

Why Points Don't Measure Loyalty (And What Does)

Chloe HartleyOct 2026
Inside Noon's Customer Experience Strategy: Trust Before DelightCustomer Experience

Inside Noon's Customer Experience Strategy: Trust Before Delight

Nathan BrooksOct 2026
Inside JD.com's Inverted-Triangle Customer Experience StrategyCustomer Experience

Inside JD.com's Inverted-Triangle Customer Experience Strategy

Nathan BrooksOct 2026
Design Thinking vs Service Design: Why Great Ideas Die in OpsService Design

Design Thinking vs Service Design: Why Great Ideas Die in Ops

Liam DonovanOct 2026
Voice of Customer Governance: Who Should Actually Own VoC?Feedback Management

Voice of Customer Governance: Who Should Actually Own VoC?

Noah PrescottOct 2026
Forrester's CX pyramid: effectiveness, ease and emotion explainedCustomer Experience

Forrester's CX pyramid: effectiveness, ease and emotion explained

Grace HarmonOct 2026
What Rakuten Gets Right About Customer LoyaltyCustomer Loyalty

What Rakuten Gets Right About Customer Loyalty

Nathan BrooksOct 2026
Shein's Customer Journey: What CX Leaders Can Learn From ItCustomer Experience

Shein's Customer Journey: What CX Leaders Can Learn From It

Nathan BrooksOct 2026
Service Design vs UX Design: Why the Difference Decides ProjectsService Design

Service Design vs UX Design: Why the Difference Decides Projects

Liam DonovanOct 2026
Ethical AI in customer experienceCustomer Experience

Ethical AI in customer experience

Ava SinclairOct 2026
Forrester's CX Index Explained: What Really Drives the ScoreFeedback Management

Forrester's CX Index Explained: What Really Drives the Score

Grace HarmonOct 2026
How Alibaba Engineers Trust Into Every Customer ExperienceCustomer Experience

How Alibaba Engineers Trust Into Every Customer Experience

Nathan BrooksOct 2026
Inside Glossier's Customer Experience Strategy: Community FirstCustomer Experience

Inside Glossier's Customer Experience Strategy: Community First

Nathan BrooksOct 2026

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