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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.

Fixing the Most Common Breakdowns in Digital Customer Service
Customer ExperienceJuly 2026

Fixing the Most Common Breakdowns in Digital Customer Service

Digital customer service fails at predictable, repeatable points. This guide names the patterns, explains why they persist, and sets out what a disciplined fix looks like.

Read the article

02 —All Articles

The Journal.

Service Excellence Strategies That Build Real Customer LoyaltyCustomer Loyalty

Service Excellence Strategies That Build Real Customer Loyalty

Jul 2026
Service Excellence and Repeat Customers: The Design LinkCustomer Experience

Service Excellence and Repeat Customers: The Design Link

Jul 2026
Building Loyalty Through Service: The Two Levers That WorkCustomer Loyalty

Building Loyalty Through Service: The Two Levers That Work

Jul 2026
Not Just Discounts: How to Build Real Customer LoyaltyCustomer Loyalty

Not Just Discounts: How to Build Real Customer Loyalty

Jul 2026
How to Design a Customer Experience That Reduces ChurnCustomer Experience

How to Design a Customer Experience That Reduces Churn

Jul 2026
Early Warning Signs of Churn Hiding in Your CXCustomer Experience

Early Warning Signs of Churn Hiding in Your CX

Jul 2026
Redesigning the Moments That Quietly Push Customers to LeaveCustomer Experience

Redesigning the Moments That Quietly Push Customers to Leave

Jul 2026
The Real ROI of Customer Experience TechnologyDigital Transformation

The Real ROI of Customer Experience Technology

Jul 2026
Does CX Technology Actually Pay for Itself?Digital Transformation

Does CX Technology Actually Pay for Itself?

Jul 2026
What Changes First When You Invest in CX TechnologyDigital Transformation

What Changes First When You Invest in CX Technology

Jul 2026
Customer Experience for Small Businesses: A Practical GuideCustomer Experience

Customer Experience for Small Businesses: A Practical Guide

Jul 2026
Big-Brand CX Lessons Small Businesses Can Actually UseCustomer Experience

Big-Brand CX Lessons Small Businesses Can Actually Use

Jul 2026
Better CX on a Tight Budget: What Actually WorksCustomer Experience

Better CX on a Tight Budget: What Actually Works

Jul 2026
What to Look For in a CX Design PDF Before You DownloadService Design

What to Look For in a CX Design PDF Before You Download

Jul 2026
Making the Profit Case for Customer CentricityCustomer Experience

Making the Profit Case for Customer Centricity

Jul 2026
Free Customer Journey Mapping Templates: The Honest GuideService Design

Free Customer Journey Mapping Templates: The Honest Guide

Jul 2026
Customer Experience Meaning: A Plain-English GuideCustomer Experience

Customer Experience Meaning: A Plain-English Guide

Jul 2026
CX Design Manager Salary: What the Range Really MeansCustomer Experience

CX Design Manager Salary: What the Range Really Means

Jul 2026
Reviews and Journey Mapping Software: The Diagnostic LinkService Design

Reviews and Journey Mapping Software: The Diagnostic Link

Jul 2026
Journey Mapping: Buy Tools and Services or Build Internal Capability?Service Design

Journey Mapping: Buy Tools and Services or Build Internal Capability?

Jul 2026
CX Design Guides Worth Downloading — And What They MissService Design

CX Design Guides Worth Downloading — And What They Miss

Jul 2026
Customer Centricity and the Bottom Line: The Real Business CaseCustomer Experience

Customer Centricity and the Bottom Line: The Real Business Case

Jul 2026
CX Consulting Firms That Actually Move the Needle in RetailCustomer Experience

CX Consulting Firms That Actually Move the Needle in Retail

Jul 2026

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