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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.

Connecting Customer Centricity to Everyday Experience Design
Service DesignJuly 2026

Connecting Customer Centricity to Everyday Experience Design

Customer centricity is not a value statement — it is an operating model. It only becomes real when encoded into the specific design of every touchpoint, process, and frontline decision.

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02 —All Articles

The Journal.

The Tools That Help You Operationalize Journey Mapping SoftwareService Design

The Tools That Help You Operationalize Journey Mapping Software

Jul 2026
What a CX Consultant Actually Does Day to DayCustomer Experience

What a CX Consultant Actually Does Day to Day

Jul 2026
CX Measurement Tools Compared: What Online Retailers NeedCustomer Experience

CX Measurement Tools Compared: What Online Retailers Need

Jul 2026
How Customer Centricity Shapes Customer ExperienceCustomer Experience

How Customer Centricity Shapes Customer Experience

Jul 2026
Journey Mapping Software: Making It Work for Your BusinessDigital Transformation

Journey Mapping Software: Making It Work for Your Business

Jul 2026
Best AI Journey Mapping Software Compared (2026)Digital Transformation

Best AI Journey Mapping Software Compared (2026)

Jul 2026
Customer Experience Design: What the Term Actually MeansService Design

Customer Experience Design: What the Term Actually Means

Jul 2026
Customer Experience Consultant Salary Expectations in 2026Customer Experience

Customer Experience Consultant Salary Expectations in 2026

Jul 2026
Choosing the Right North Star Metric for Customer ExperienceStrategic Planning

Choosing the Right North Star Metric for Customer Experience

Jul 2026
What a Customer Centricity Score Reveals That Gut Feel Doesn'tCustomer Experience

What a Customer Centricity Score Reveals That Gut Feel Doesn't

Jul 2026
Optimum & the CX Challenge Every Telco FacesCustomer Experience

Optimum & the CX Challenge Every Telco Faces

Jul 2026
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

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