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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.

NPS vs CSAT vs CES: Which Metric Fits Which Moment
Feedback ManagementOctober 2026

NPS vs CSAT vs CES: Which Metric Fits Which Moment

NPS, CSAT and CES answer three different questions. Stop picking one company-wide metric and start placing each one on the blueprint moment it was built for.

Read the article

02 —All Articles

The Journal.

AI-Powered VoC Analysis: From Feedback Pile-Up to ActionFeedback Management

AI-Powered VoC Analysis: From Feedback Pile-Up to Action

Ava SinclairOct 2026
McKinsey's customer decision journey explainedCustomer Experience

McKinsey's customer decision journey explained

Grace HarmonOct 2026
What Marks & Spencer Gets Right About Customer LoyaltyCustomer Loyalty

What Marks & Spencer Gets Right About Customer Loyalty

Nathan BrooksOct 2026
What H&M Gets Right About Customer Loyalty DesignCustomer Loyalty

What H&M Gets Right About Customer Loyalty Design

Nathan BrooksOct 2026
Journey Map vs Service Blueprint: Which Tool Fixes WhatService Design

Journey Map vs Service Blueprint: Which Tool Fixes What

Liam DonovanOct 2026
From Journey Maps to Journey Analytics: A Measurement PlaybookService Design

From Journey Maps to Journey Analytics: A Measurement Playbook

Liam DonovanOct 2026
McKinsey's Research: Why Journeys Beat Touchpoints in CXFeedback Management

McKinsey's Research: Why Journeys Beat Touchpoints in CX

Grace HarmonOct 2026
Trader Joe's Customer Journey: Why Less Beats More in RetailCustomer Experience

Trader Joe's Customer Journey: Why Less Beats More in Retail

Nathan BrooksOct 2026
The Framing Effect: Why Identical Facts Change Customer DecisionsBehavioral Economics

The Framing Effect: Why Identical Facts Change Customer Decisions

Ethan CaldwellOct 2026
Hybrid Work Is Quietly Breaking Your Customer-Facing TeamsEmployee Experience

Hybrid Work Is Quietly Breaking Your Customer-Facing Teams

Isabella MooreOct 2026
Why Community Beats Discounts as a Loyalty StrategyCustomer Loyalty

Why Community Beats Discounts as a Loyalty Strategy

Chloe HartleyOct 2026
Why Most Customer Interviews Fail — and How to Fix ThemFeedback Management

Why Most Customer Interviews Fail — and How to Fix Them

Noah PrescottOct 2026
Measuring the ROI of CX Automation: The Metric Everyone SkipsCustomer Experience

Measuring the ROI of CX Automation: The Metric Everyone Skips

Ava SinclairSept 2026
Co-Designing Services With Customers: Why Most Attempts FailService Design

Co-Designing Services With Customers: Why Most Attempts Fail

Liam DonovanSept 2026
Manager coaching habits that lift customer satisfactionCustomer Experience

Manager coaching habits that lift customer satisfaction

Isabella MooreSept 2026
Avoiding the Pilot Trap: How to Scale CX Past One TeamChange Management

Avoiding the Pilot Trap: How to Scale CX Past One Team

Oliver GrantSept 2026
How Emirates Uses a $2B Retrofit to Win the Airline Peak-End MomentCustomer Experience

How Emirates Uses a $2B Retrofit to Win the Airline Peak-End Moment

Nathan BrooksSept 2026
O-Data Meets X-Data: Why Your NPS and SLAs DisagreeFeedback Management

O-Data Meets X-Data: Why Your NPS and SLAs Disagree

Noah PrescottSept 2026
Chatbots vs Human Handoff: Designing the BalanceService Design

Chatbots vs Human Handoff: Designing the Balance

Ava SinclairSept 2026
Cognitive Load: Why Simplifying the Customer Journey Isn't About Fewer ClicksBehavioral Economics

Cognitive Load: Why Simplifying the Customer Journey Isn't About Fewer Clicks

Ethan CaldwellSept 2026
Proactive Government: Services That Reach Citizens FirstService Design

Proactive Government: Services That Reach Citizens First

Mia FairfaxSept 2026
Why Recognition Beats Reward for Better Service QualityEmployee Experience

Why Recognition Beats Reward for Better Service Quality

Isabella MooreSept 2026
Why Cross-Functional CX Programs Fail — and How to Fix OwnershipOrganizational Transformation

Why Cross-Functional CX Programs Fail — and How to Fix Ownership

Oliver GrantSept 2026

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