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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.

B2B Customer Experience Strategy That Drives Retention
Customer ExperienceAugust 2026

B2B Customer Experience Strategy That Drives Retention

Most B2B companies measure CX as a lagging indicator — by the time renewal feels awkward, the experience failure happened months earlier. Here's how to build a strategy that prevents it.

Read the article

02 —All Articles

The Journal.

What a Good Customer Experience Strategy Looks LikeCustomer Experience

What a Good Customer Experience Strategy Looks Like

Aug 2026
What Is Customer Experience Management Software?Customer Experience

What Is Customer Experience Management Software?

Aug 2026
What CX Management Actually Means, According to GartnerCustomer Experience

What CX Management Actually Means, According to Gartner

Aug 2026
Customer Experience Management: The Textbook DefinitionCustomer Experience

Customer Experience Management: The Textbook Definition

Aug 2026
CX Strategy & Operations: How to Align the TwoStrategic Planning

CX Strategy & Operations: How to Align the Two

Aug 2026
How CX Management Helps Companies Increase RetentionCustomer Loyalty

How CX Management Helps Companies Increase Retention

Aug 2026
What Bernd Schmitt's Research Says About CX ManagementCustomer Experience

What Bernd Schmitt's Research Says About CX Management

Aug 2026
How CX Management Drives Customer RetentionCustomer Loyalty

How CX Management Drives Customer Retention

Aug 2026
Turning Complaints Into Insight: The Role of StrategyFeedback Management

Turning Complaints Into Insight: The Role of Strategy

Aug 2026
Where Does Customer Experience Management Fit in an Organisation?Customer Experience

Where Does Customer Experience Management Fit in an Organisation?

Aug 2026
Digital Customer Experience Strategy: The Essentials for 2026Digital Transformation

Digital Customer Experience Strategy: The Essentials for 2026

Aug 2026
Who Really Owns Customer Experience Management?Customer Experience

Who Really Owns Customer Experience Management?

Aug 2026
Anatomy of a Strong Customer Experience StrategyCustomer Experience

Anatomy of a Strong Customer Experience Strategy

Aug 2026
CX Management Defined: Can It Be Captured in One Sentence?Customer Experience

CX Management Defined: Can It Be Captured in One Sentence?

Aug 2026
Customer Experience Management: How to Lead ItCustomer Experience

Customer Experience Management: How to Lead It

Aug 2026
The Advantages of a Strong Customer Experience StrategyCustomer Experience

The Advantages of a Strong Customer Experience Strategy

Aug 2026
The Best Customer Experience Management Books to Read in 2026Customer Experience

The Best Customer Experience Management Books to Read in 2026

Aug 2026
The Customer Experience Strategy Process: A Complete GuideStrategic Planning

The Customer Experience Strategy Process: A Complete Guide

Aug 2026
Top Customer Experience Management Courses to Consider in 2026Learning & Development

Top Customer Experience Management Courses to Consider in 2026

Aug 2026
What Does a Director of Customer Experience Strategy Do?Customer Experience

What Does a Director of Customer Experience Strategy Do?

Aug 2026
How Disney Builds a Magical Customer Experience SystemCustomer Experience

How Disney Builds a Magical Customer Experience System

Nathan BrooksAug 2026
Choice Architecture: Designing Better Default OptionsBehavioral Economics

Choice Architecture: Designing Better Default Options

Ethan CaldwellAug 2026
Service Blueprinting: Making the Backstage VisibleService Design

Service Blueprinting: Making the Backstage Visible

Liam DonovanAug 2026

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