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.

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This month's read.

Change ManagementSeptember 2024 · 5 min read

Stakeholder Engagement & Communication

Effective stakeholder engagement and communication are essential components of successful change management. By actively involving stakeholders in the change process, organizations can foster collaboration, build trust, and enhance the likelihood of successful implementation.

Ideas on experience,behavior & change.

This month's read.

Stakeholder Engagement & Communication

The Journal.

Stakeholder Engagement & Support in Customer Crisis Management

Statistical Bias: Misinterpreting Statistical Information

Status Bias: Influence of Social Status on Decision Making

Status Quo Bias: The Impact of Familiarity on Customer Decisions

Spotlight Effect: Overestimating the Extent to Which Actions Are Noticed by Others

Streamlining Operations through Digital Transformation

Sunk Cost Fallacy: Navigating Customer Decisions and Enhancing Experience

Substitution Effect: Replacing Complex Questions with Simple Ones

Survivorship Bias: Focusing on Successful Outcomes While Ignoring Failures

Temporal Myopia: Short-Term Thinking in Decision Making

Temporal Proximity Bias: Preference for Events Closer in Time

Tendency to Minimize Regret: Making Decisions to Avoid Regret

Testimonial Bias: Overvaluing Personal Testimonials

The Financial Benefits of Customer Experience (CX)

The Future of Customer Experience (CX): Trends for 2025 and Beyond

Understanding What Customer Experience (CX) Is and Its Importance

The History of Customer Experience (CX): How It Has Evolved Over Time

The Role of a Customer Experience (CX) Lead in Driving Business Success

The Role of Customer Experience (CX) Statistics in Decision Making

The Role of Leadership in Customer Experience (CX) Transformation

The Role of a Customer Experience (CX) Center in Business Success

Why Customer Experience (CX) is So Important in the Hospitality Industry

Third-Person Effect: Belief That Others Are More Affected by Bias Than Self

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Ideas on experience,
behavior & change.