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.

Ideas on experience,behavior & change.

This month's read.

CX Strategy and Design: How the Two Work Together

The Journal.

What CX Management Actually Is — and Why Most Definitions Miss the Point

Popular Customer Experience Strategy Models Explained

Customer Experience Strategy in Banking: What's Changing

What McKinsey's Research Says About Customer Experience Strategy

What Bain's Approach to Customer Experience Management Looks Like

What Belongs in a Customer Experience Strategy Document

Customer Experience Management: A Quick Overview

The Customer Experience Strategy Process: A Rigorous Guide

When CX Management Meets Process Redesign: Why One Without the Other Fails

What Customer Experience Management Actually Involves

CX Strategy Manager Salary Expectations in 2026

Customer Experience Management (CEM): The Basics Explained

Why Customer Experience Management Matters More Than Ever

Inside Lexus's Customer Experience Strategy: What Works

CX Management Best Practices for 2026: A Governance Guide

What Does a Winning Customer Experience Strategy Look Like?

Building a Customer Experience Strategy Roadmap for 2026

A Ready-to-Use Customer Experience Strategy Template

What Is a Digital Customer Experience Strategy?

What a Customer Experience Strategy Manager Does

BPP University's CX Strategy Module: What It Teaches and What It Doesn't

What Is Customer Experience Management in Telecom?

B2B Customer Experience Strategy: What Actually Works

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Ideas on experience,
behavior & change.