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The consultancy born at the intersection of behavioral economics and human experience.

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ReadExperience JournalArticles & research on CX, behavior, and transformation.Watch & listenExperience LoomOur video podcast on CX & behavior.CuratedCX NewsIndustry news that matters in CX, minus the noise.

Latest articles

Strategic PlanningCustomer Experience Strategy in 2026: What's Changed

Latest episodes

Ep. 03 · Customer LoyaltyCustomer Loyalty, Brand Loyalty & CX Ep. 02 · Artificial IntelligenceAI in Customer Experience

Latest news

AICoding agent harnesses: pass rates flat, costs can triple AIAI helps junior patent attorneys now but may stunt long-term growth

Hub

Free tools, templates, and resources to advance your CX practice.

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Design, score and fix customer journeys with AI.

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Every visit, every location, every score. Live.

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THE MANIFESTOBurn the Deck.

Ten Virtues. Zero Excuses.Start reading →THE HUB

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Shrink PDFs privately

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CULTURE

Burn the Deck — our manifesto

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.

Where Customer Centricity Breaks Down Across the Journey

Customer ExperienceJuly 2026

Where Customer Centricity Breaks Down Across the Journey

Most organisations fail at customer centricity not from lack of intention, but because they confuse declaration with discipline. Here is where the breakdown actually happens.

Read the article

02 —All Articles

The Journal.

Building CX Assessments That People Actually Trust

Customer Experience

Building CX Assessments That People Actually Trust

Mapping the Customer Centricity Journey

Customer Experience

Mapping the Customer Centricity Journey

Why Customer Experience Matters More Than Ever in 2026

Customer Experience

Why Customer Experience Matters More Than Ever in 2026

Where Bezos's Customer Centricity Thinking Still Holds Up in 2026

Customer Experience

Where Bezos's Customer Centricity Thinking Still Holds Up in 2026

What Qantas's CX Reputation Actually Reveals About Trust

Customer Experience

What Qantas's CX Reputation Actually Reveals About Trust

Jeff Bezos's Customer Centricity Model, Explained Simply

Customer Experience

Jeff Bezos's Customer Centricity Model, Explained Simply

Decoding the Customer Experience Banker Job Description

Customer Experience

Decoding the Customer Experience Banker Job Description

CEM vs CRM in 2026: Why the Difference Costs You Clients

Customer Experience

CEM vs CRM in 2026: Why the Difference Costs You Clients

Customer Centricity Culture: What It Looks Like When It's Real

Cultural Change

Customer Centricity Culture: What It Looks Like When It's Real

What Teams Get Wrong About Journey Mapping Software

What Teams Get Wrong About Journey Mapping Software

Where Most Teams Get CX Design Framework Wrong

Where Most Teams Get CX Design Framework Wrong

Why Journey Mapping Tools Belong on Every Leadership Agenda

Digital Transformation

Why Journey Mapping Tools Belong on Every Leadership Agenda

Free Trial vs Freemium: Journey Mapping Tools Compared

Free Trial vs Freemium: Journey Mapping Tools Compared

Patient Journey Mapping Software: What Actually Works

Patient Journey Mapping Software: What Actually Works

B2B Customer Experience: What's Changing and Why It Matters

Customer Experience

B2B Customer Experience: What's Changing and Why It Matters

Journey Mapping Tools: The Short Version and the Long Version

Journey Mapping Tools: The Short Version and the Long Version

What to Test During a Journey Mapping Software Free Trial

What to Test During a Journey Mapping Software Free Trial

How Technology Is Really Reshaping Customer Experience

Digital Transformation

How Technology Is Really Reshaping Customer Experience

Building a Customer Centricity Culture That Sticks

Cultural Change

Building a Customer Centricity Culture That Sticks

How to Write a CX Design Job Description That Attracts the Right Talent

How to Write a CX Design Job Description That Attracts the Right Talent

What CX Design Actually Is — and Why Organisations Get It Wrong

What CX Design Actually Is — and Why Organisations Get It Wrong

Journey Mapping Software in 2026: Making Smaply 3.0 Work

Digital Transformation

Journey Mapping Software in 2026: Making Smaply 3.0 Work

Journey Mapping Tools: The Definitive CX Leader's Guide

Journey Mapping Tools: The Definitive CX Leader's Guide

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