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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.

Closing the Loop on Customer Feedback: A Complete Guide
Feedback ManagementAugust 2026

Closing the Loop on Customer Feedback: A Complete Guide

Most organisations collect more feedback than they act on. Closing the loop — in both directions — is what converts feedback into loyalty and operational improvement.

Read the article

02 —All Articles

The Journal.

Building a CX Operating Model That ScalesOrganizational Transformation

Building a CX Operating Model That Scales

Oliver GrantAug 2026
Consistent CX Through Channel Partners: Closing the Governance GapCustomer Experience

Consistent CX Through Channel Partners: Closing the Governance Gap

Benjamin RossAug 2026
Which Type of Customer Centricity Fits Your Business Model?Strategic Planning

Which Type of Customer Centricity Fits Your Business Model?

Aug 2026
The Best Customer Experience Podcasts Worth Your Time in 2026Customer Experience

The Best Customer Experience Podcasts Worth Your Time in 2026

Aug 2026
How to Design a Customer Centricity Test People Take SeriouslyCustomer Experience

How to Design a Customer Centricity Test People Take Seriously

Aug 2026
The Link Between Fun and Customer ExperienceCustomer Experience

The Link Between Fun and Customer Experience

Aug 2026
Building a Customer Centricity Test That Actually WorksCustomer Experience

Building a Customer Centricity Test That Actually Works

Aug 2026
Customer Centricity Theories Compared: What Actually WorksCustomer Experience

Customer Centricity Theories Compared: What Actually Works

Aug 2026
Why Explanation Is the Missing Structural Element of CXCustomer Experience

Why Explanation Is the Missing Structural Element of CX

Aug 2026
CX Careers in 2026: Paths, Salaries, and What Shapes StrategyEmployee Experience

CX Careers in 2026: Paths, Salaries, and What Shapes Strategy

Aug 2026
Where Most Teams Get Customer Centricity Theory WrongCustomer Experience

Where Most Teams Get Customer Centricity Theory Wrong

Aug 2026
Best CX Animated Explainers Worth Your Time in 2026Learning & Development

Best CX Animated Explainers Worth Your Time in 2026

Aug 2026
The Core Customer Centricity Theory, ExplainedCustomer Experience

The Core Customer Centricity Theory, Explained

Aug 2026
Free vs. Paid Customer Centricity Training: What's Worth It?Learning & Development

Free vs. Paid Customer Centricity Training: What's Worth It?

Aug 2026
Top CX Associate Interview Questions to Prepare ForCustomer Experience

Top CX Associate Interview Questions to Prepare For

Aug 2026
Top CX Analyst Interview Questions to Prepare ForCustomer Experience

Top CX Analyst Interview Questions to Prepare For

Aug 2026
What Good Customer Centricity Training Should Actually TeachLearning & Development

What Good Customer Centricity Training Should Actually Teach

Aug 2026
The Link Between Analytics and Customer ExperienceCustomer Experience

The Link Between Analytics and Customer Experience

Aug 2026
Best Customer Centricity Training Programmes to Consider in 2026Learning & Development

Best Customer Centricity Training Programmes to Consider in 2026

Aug 2026
Dynamics 365 and Customer Experience: What the Platform Can and Cannot DoCustomer Experience

Dynamics 365 and Customer Experience: What the Platform Can and Cannot Do

Aug 2026
Applying Salesforce CX Research to Your Own BusinessCustomer Experience

Applying Salesforce CX Research to Your Own Business

Aug 2026
How to Design a Customer Centricity Score People Take SeriouslyCustomer Experience

How to Design a Customer Centricity Score People Take Seriously

Aug 2026
Building a Customer Centricity Score That Actually WorksStrategic Planning

Building a Customer Centricity Score That Actually Works

Aug 2026

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