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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.

The Core Customer Centricity Fundamentals, Explained
Customer ExperienceJuly 2026

The Core Customer Centricity Fundamentals, Explained

Customer centricity is an operating model, not a mindset. This guide unpacks the five fundamentals that separate genuine customer-centric organisations from those that merely claim to be.

Read the article

02 —All Articles

The Journal.

5 Ways to Improve Customer Experience That Actually WorkCustomer Experience

5 Ways to Improve Customer Experience That Actually Work

Jul 2026
Helping Every Employee See Their Role in Customer ExperienceEmployee Experience

Helping Every Employee See Their Role in Customer Experience

Jul 2026
Customer Centricity Fundamentals: What Actually WorksCustomer Experience

Customer Centricity Fundamentals: What Actually Works

Jul 2026
What Are Customer Experience Jobs in 2026?Customer Experience

What Are Customer Experience Jobs in 2026?

Jul 2026
Where Most Teams Get Customer Centricity Fundamentals WrongCustomer Experience

Where Most Teams Get Customer Centricity Fundamentals Wrong

Jul 2026
What Is Customer Experience in 2026? A Working DefinitionCustomer Experience

What Is Customer Experience in 2026? A Working Definition

Jul 2026
Customer Experience Examples Worth StudyingCustomer Experience

Customer Experience Examples Worth Studying

Jul 2026
CX Design Frameworks Compared: What Actually WorksService Design

CX Design Frameworks Compared: What Actually Works

Jul 2026
Journey Mapping Tools in 2026: What They Do and What They MissService Design

Journey Mapping Tools in 2026: What They Do and What They Miss

Jul 2026
What Is CX Design? The Definitive Practitioner's GuideService Design

What Is CX Design? The Definitive Practitioner's Guide

Jul 2026
Journey Mapping Software: The Complete GuideService Design

Journey Mapping Software: The Complete Guide

Jul 2026
Customer Experience in Banking: What's Changing in 2026Customer Experience

Customer Experience in Banking: What's Changing in 2026

Jul 2026
Journey Mapping in the Age of Digital TransformationDigital Transformation

Journey Mapping in the Age of Digital Transformation

Jul 2026
What a Good Customer Centricity Training Programme CoversLearning & Development

What a Good Customer Centricity Training Programme Covers

Jul 2026
Customer Experience Platforms Explained: A Buyer's MapDigital Transformation

Customer Experience Platforms Explained: A Buyer's Map

Jul 2026
How Journey Mapping Tool Rankings Are Really BuiltService Design

How Journey Mapping Tool Rankings Are Really Built

Jul 2026
Free vs Paid Journey Mapping Software: What the Choice RevealsService Design

Free vs Paid Journey Mapping Software: What the Choice Reveals

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

What a Customer Experience Banker Actually Does Day to Day

Jul 2026
Jobs-to-Be-Done Thinking for Better Journey Mapping ToolsService Design

Jobs-to-Be-Done Thinking for Better Journey Mapping Tools

Jul 2026
Why Video Is the Fastest Way to Teach Customer CentricityLearning & Development

Why Video Is the Fastest Way to Teach Customer Centricity

Jul 2026
Where Most Teams Get CX Design Frameworks WrongService Design

Where Most Teams Get CX Design Frameworks Wrong

Jul 2026
CX Design Degree vs. Certification: Which Should You Choose?Learning & Development

CX Design Degree vs. Certification: Which Should You Choose?

Jul 2026
Why Journey Mapping Software Belongs on Every Leadership AgendaDigital Transformation

Why Journey Mapping Software Belongs on Every Leadership Agenda

Jul 2026

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