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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.

Optimum & the CX Challenge Every Telco Faces
Customer ExperienceJuly 2026

Optimum & the CX Challenge Every Telco Faces

Optimum's customer experience problems are not unique — they are the defining challenge of telecommunications. Here is what the architecture of the experience reveals.

Read the article

02 —All Articles

The Journal.

Customer Centricity Statistics Worth Knowing in 2026Customer Experience

Customer Centricity Statistics Worth Knowing in 2026

Jul 2026
The Core Customer Experience Principles ExplainedCustomer Experience

The Core Customer Experience Principles Explained

Jul 2026
What the Statistics Really Say About Customer CentricityCustomer Experience

What the Statistics Really Say About Customer Centricity

Jul 2026
The Customer Experience Pyramid: Prioritise What MattersCustomer Experience

The Customer Experience Pyramid: Prioritise What Matters

Jul 2026
Customer Centricity Statistics Most Leaders Get WrongCustomer Experience

Customer Centricity Statistics Most Leaders Get Wrong

Jul 2026
Your CV Is a CX Artefact — Here's What That MeansCustomer Experience

Your CV Is a CX Artefact — Here's What That Means

Jul 2026
The Best Customer Centricity Slogans to Keep You HonestCustomer Experience

The Best Customer Centricity Slogans to Keep You Honest

Jul 2026
What Securitas's CX Reputation Actually Looks LikeCustomer Experience

What Securitas's CX Reputation Actually Looks Like

Jul 2026
How to Write a Customer Centricity Slogan That Isn't EmptyCustomer Experience

How to Write a Customer Centricity Slogan That Isn't Empty

Jul 2026
The Best CX Workshops Worth Your Time in 2026Learning & Development

The Best CX Workshops Worth Your Time in 2026

Jul 2026
Customer Centricity Slogans That Actually Change BehaviourCustomer Experience

Customer Centricity Slogans That Actually Change Behaviour

Jul 2026
The Link Between Workflow and Customer ExperienceService Design

The Link Between Workflow and Customer Experience

Jul 2026
What Salesforce Says About Customer CentricityCustomer Experience

What Salesforce Says About Customer Centricity

Jul 2026
The Best Customer Experience Webinars Worth Your Time in 2026Customer Experience

The Best Customer Experience Webinars Worth Your Time in 2026

Jul 2026
Salesforce Customer Centricity Findings vs Real-World PracticeCustomer Experience

Salesforce Customer Centricity Findings vs Real-World Practice

Jul 2026
Customer Experience vs. Service: What's the Real Difference?Customer Experience

Customer Experience vs. Service: What's the Real Difference?

Jul 2026
Desktop vs. Mobile Journey Mapping Apps: What You Gain and LoseService Design

Desktop vs. Mobile Journey Mapping Apps: What You Gain and Lose

Jul 2026
Teaching Customer-Centric Thinking to Non-Design TeamsLearning & Development

Teaching Customer-Centric Thinking to Non-Design Teams

Jul 2026
How Online Retailers Choose the Right CX Measurement ToolFeedback Management

How Online Retailers Choose the Right CX Measurement Tool

Jul 2026
What Customer Experience Design Really Means (Beyond the Buzzword)Service Design

What Customer Experience Design Really Means (Beyond the Buzzword)

Jul 2026
What Employers Actually Look for in CX Design CandidatesService Design

What Employers Actually Look for in CX Design Candidates

Jul 2026
Journey Mapping Tools: How to Choose the Right OneService Design

Journey Mapping Tools: How to Choose the Right One

Jul 2026
Customer Experience Design: A Plain-English GuideService Design

Customer Experience Design: A Plain-English Guide

Jul 2026

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