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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.

Balancing Operational Excellence With Customer Centricity
Customer ExperienceJuly 2026

Balancing Operational Excellence With Customer Centricity

Operational excellence and customer centricity aren't opposing forces — but they behave as if they are until you deliberately architect the organisation to measure, fund, and govern both together.

Read the article

02 —All Articles

The Journal.

Customer Experience Careers in 2026: The Real Role MapCustomer Experience

Customer Experience Careers in 2026: The Real Role Map

Jul 2026
Where Customer Experience and Customer Support OverlapCustomer Experience

Where Customer Experience and Customer Support Overlap

Jul 2026
Customer Centricity Objectives That Fail in PracticeCustomer Experience

Customer Centricity Objectives That Fail in Practice

Jul 2026
TD Bank CX Associate Salary in 2026: What the Pay RevealsCustomer Experience

TD Bank CX Associate Salary in 2026: What the Pay Reveals

Jul 2026
What a Good Customer Centricity Program Should Teach YouCustomer Experience

What a Good Customer Centricity Program Should Teach You

Jul 2026
Why Onboarding Is the First Real Test of Customer ExperienceCustomer Experience

Why Onboarding Is the First Real Test of Customer Experience

Jul 2026
Best Customer Centricity Programs to Consider in 2026Customer Experience

Best Customer Centricity Programs to Consider in 2026

Jul 2026
AI-Powered Management: The Real Driver of Better CXDigital Transformation

AI-Powered Management: The Real Driver of Better CX

Jul 2026
Customer Centricity: Say It Right, Then Do It RightCustomer Experience

Customer Centricity: Say It Right, Then Do It Right

Jul 2026
Where to Find CX Jobs in Philadelphia in 2026Customer Experience

Where to Find CX Jobs in Philadelphia in 2026

Jul 2026
Common Mistakes in Explaining Customer CentricityCustomer Experience

Common Mistakes in Explaining Customer Centricity

Jul 2026
What Customer Experience Really Means in 2026Customer Experience

What Customer Experience Really Means in 2026

Jul 2026
Customer Centricity: What It Really Means and How to Practise ItCustomer Experience

Customer Centricity: What It Really Means and How to Practise It

Jul 2026
What a Customer Experience Owner Actually Does Day to DayCustomer Experience

What a Customer Experience Owner Actually Does Day to Day

Jul 2026
Turning Your Customer Centricity Playbook Into ActionCustomer Experience

Turning Your Customer Centricity Playbook Into Action

Jul 2026
What Customer Experience Actually Is — and Why Most Definitions Miss the PointCustomer Experience

What Customer Experience Actually Is — and Why Most Definitions Miss the Point

Jul 2026
What Belongs in a Customer Centricity PlaybookCustomer Experience

What Belongs in a Customer Centricity Playbook

Jul 2026
Customer Experience in 2026: What Has Actually ChangedCustomer Experience

Customer Experience in 2026: What Has Actually Changed

Jul 2026
Customer Centricity vs Design Thinking: The Real DifferenceCustomer Experience

Customer Centricity vs Design Thinking: The Real Difference

Jul 2026
Why CX Design Hyper Island Deserves More Attention in 2026Learning & Development

Why CX Design Hyper Island Deserves More Attention in 2026

Jul 2026
What Teams Get Wrong About Journey Mapping Tools and MicrosoftService Design

What Teams Get Wrong About Journey Mapping Tools and Microsoft

Jul 2026
Journey Mapping Software: Make the Top 10 Work in 2026Customer Experience

Journey Mapping Software: Make the Top 10 Work in 2026

Jul 2026
The Link Between Solutions and Customer ExperienceCustomer Experience

The Link Between Solutions and Customer Experience

Jul 2026

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