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.

Behavioral EconomicsSeptember 2024 · 7 min read

Experience Sampling: Real-Time Data Collection to Understand Customer Behavior

Imagine a customer using a food delivery app that periodically asks them to rate their experience at various stages of the order process—placing the order, waiting for delivery, receiving the food, and post-meal satisfaction. This technique is known as Experience Sampling.

Ideas on experience,behavior & change.

This month's read.

Experience Sampling: Real-Time Data Collection to Understand Customer Behavior

The Journal.

Explanatory Coherence: Preference for Coherent Explanations

Exploring Customer Experience (CX) Use Cases in Different Industries

Fading Affect: Positive Events Fading More Slowly Than Negative Ones

Field Dependency: How Context Influences Customer Perceptions

Fixed Action Patterns: Automatic Responses to Specific Stimuli

Flexible Delivery Methods in Learning and Development

Forer Effect: Believing General Statements as Highly Accurate for Oneself

Formality Bias: Preference for Formal Over Informal Information

The Girl Math

Gambler's Fallacy: Misunderstandings of Random Events in Customer Decisions

Generational Bias: Influence of Generational Identity on Perceptions

Fresh Start Effect

Governance Excellence in ESG

Groupthink: Conforming to Group Consensus Without Critical Analysis

Hindsight Bias: Learning from Customer Experience

How AT&T Improves Customer Experience (CX) with Bundled Digital Services

How Amazon Redefines Customer Experience (CX) with Innovation and Convenience

How Beeline Improves Customer Experience (CX) with Digital Transformation and Self-Service Solutions

How Bork Enhances Customer Experience (CX) with Premium Appliances and Personalized Services

How Customer Experience (CX) Personas Are Used in CX Strategy

How Chery Enhances Customer Experience (CX) Through Innovation and Reliability

How Emaar Elevates Customer Experience (CX) with Smart Communities and Luxury Developments

How Gamification Can Enhance Customer Experience (CX)

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Ideas on experience,
behavior & change.