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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.

The CX Design Process: A Practitioner's Complete Guide
Service DesignAugust 2026

The CX Design Process: A Practitioner's Complete Guide

CX design is not an aesthetics exercise. It is a structured, repeatable method for engineering customer experiences end to end — with the same rigour applied to a software release.

Read the article

02 —All Articles

The Journal.

Banking Case Studies: Journey Mapping Tools Done RightService Design

Banking Case Studies: Journey Mapping Tools Done Right

Aug 2026
What Good Journey Mapping Software Should Teach YouDigital Transformation

What Good Journey Mapping Software Should Teach You

Aug 2026
Keeping Customer Centricity Simple as You ScaleCustomer Experience

Keeping Customer Centricity Simple as You Scale

Aug 2026
How to Write a CX Design Quote That Isn't Empty MarketingService Design

How to Write a CX Design Quote That Isn't Empty Marketing

Aug 2026
Best Software for Collaborative Journey Mapping WorkshopsService Design

Best Software for Collaborative Journey Mapping Workshops

Aug 2026
Journey Mapping Software Reviews: A Buyer's Guide for 2026Digital Transformation

Journey Mapping Software Reviews: A Buyer's Guide for 2026

Aug 2026
Must-Read Articles & Career Guide on Customer ExperienceCustomer Experience

Must-Read Articles & Career Guide on Customer Experience

Aug 2026
The Customer Centricity Ecosystem Trap and How to Avoid ItCustomer Experience

The Customer Centricity Ecosystem Trap and How to Avoid It

Aug 2026
Turning a CX Design PDF Into an Actual PlanService Design

Turning a CX Design PDF Into an Actual Plan

Aug 2026
What a Good Journey Mapping Template Includes (and Most Don't)Service Design

What a Good Journey Mapping Template Includes (and Most Don't)

Aug 2026
What Retail CX Consultants Do Differently From GeneralistsCustomer Experience

What Retail CX Consultants Do Differently From Generalists

Aug 2026
Where Most Teams Get CX Design Principles WrongService Design

Where Most Teams Get CX Design Principles Wrong

Aug 2026
Journey Mapping Tools in Banking: What's ChangingDigital Transformation

Journey Mapping Tools in Banking: What's Changing

Aug 2026
Where to Find Customer Experience Jobs in 2026Customer Experience

Where to Find Customer Experience Jobs in 2026

Aug 2026
How to Choose a Retail CX Consulting PartnerCustomer Experience

How to Choose a Retail CX Consulting Partner

Aug 2026
The Core CX Design Principles Every Organisation NeedsService Design

The Core CX Design Principles Every Organisation Needs

Aug 2026
What to Look For in a Journey Mapping Service ProviderService Design

What to Look For in a Journey Mapping Service Provider

Aug 2026
Why Customer Satisfaction Scores Hide the Real ProblemFeedback Management

Why Customer Satisfaction Scores Hide the Real Problem

Jul 2026
Best Practices for Creating a Personalised Customer JourneyCustomer Experience

Best Practices for Creating a Personalised Customer Journey

Jul 2026
Personalization at Scale: What Actually Works in Journey DesignService Design

Personalization at Scale: What Actually Works in Journey Design

Jul 2026
Where Personalized Customer Journeys Cross the Line Into CreepyCustomer Experience

Where Personalized Customer Journeys Cross the Line Into Creepy

Jul 2026
Top Challenges in Delivering Exceptional Digital Customer ServiceCustomer Experience

Top Challenges in Delivering Exceptional Digital Customer Service

Jul 2026
Why Digital Customer Service Still Falls Short of ExpectationsCustomer Experience

Why Digital Customer Service Still Falls Short of Expectations

Jul 2026

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