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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.

Understanding the Customer Experience Lifecycle
Customer ExperienceJuly 2026

Understanding the Customer Experience Lifecycle

The CX lifecycle maps every stage of a customer relationship, from awareness to advocacy. Here's why managing it as a whole — not as isolated touchpoints — is what builds durable loyalty.

Read the article

02 —All Articles

The Journal.

What Teams Get Wrong About Journey Mapping ToolsService Design

What Teams Get Wrong About Journey Mapping Tools

Jul 2026
Customer Centricity Books vs. Real-World Practice: The GapCustomer Experience

Customer Centricity Books vs. Real-World Practice: The Gap

Jul 2026
What the Best Customer Centricity Books Get Right (and Wrong)Customer Experience

What the Best Customer Centricity Books Get Right (and Wrong)

Jul 2026
Best Customer Centricity Books Worth Reading in 2026Customer Experience

Best Customer Centricity Books Worth Reading in 2026

Jul 2026
Customer Centricity Lessons From Amazon You Can Actually UseCustomer Experience

Customer Centricity Lessons From Amazon You Can Actually Use

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

What a Customer Experience Lead Actually Does Day to Day

Jul 2026
How to Design a Customer Centricity Assessment People Take SeriouslyCustomer Experience

How to Design a Customer Centricity Assessment People Take Seriously

Jul 2026
What Customers Experience vs. What Actually HappenedBehavioral Economics

What Customers Experience vs. What Actually Happened

Jul 2026
What's Actually New in Journey Mapping Tools in 2026Service Design

What's Actually New in Journey Mapping Tools in 2026

Jul 2026
Does Customer Centricity Actually Pay Off? What the Evidence ShowsCustomer Experience

Does Customer Centricity Actually Pay Off? What the Evidence Shows

Jul 2026
Applying BCG's Customer Centricity Research to Your BusinessCustomer Experience

Applying BCG's Customer Centricity Research to Your Business

Jul 2026
The CX CORE Model: A Complete Guide for CX LeadersCustomer Experience

The CX CORE Model: A Complete Guide for CX Leaders

Jul 2026
Where to Find Remote CX Manager Jobs in 2026Customer Experience

Where to Find Remote CX Manager Jobs in 2026

Jul 2026
Deloitte's Customer Centricity Findings vs. Real-World PracticeCustomer Experience

Deloitte's Customer Centricity Findings vs. Real-World Practice

Jul 2026
Remote Work and Customer Experience: The Hidden LinkEmployee Experience

Remote Work and Customer Experience: The Hidden Link

Jul 2026
Remote Work Didn't Break CX. Poor Role Design Did.Customer Experience

Remote Work Didn't Break CX. Poor Role Design Did.

Jul 2026
Free CX Logo & Visual Resources Worth Downloading in 2026Customer Experience

Free CX Logo & Visual Resources Worth Downloading in 2026

Jul 2026
Journey Mapping Tools in 2026: What Works vs What's RepackagedService Design

Journey Mapping Tools in 2026: What Works vs What's Repackaged

Jul 2026
What Amazon Gets Right About Customer Centricity (And What It Doesn't)Customer Experience

What Amazon Gets Right About Customer Centricity (And What It Doesn't)

Jul 2026
The Core Customer Centricity Model, ExplainedCustomer Experience

The Core Customer Centricity Model, Explained

Jul 2026
Banking Case Studies: Customer Centricity Done RightCustomer Experience

Banking Case Studies: Customer Centricity Done Right

Jul 2026
What Is Customer Experience Management? A Complete GuideCustomer Experience

What Is Customer Experience Management? A Complete Guide

Jul 2026
Where to Find CX Manager Jobs in 2026: A Smarter Search GuideCustomer Experience

Where to Find CX Manager Jobs in 2026: A Smarter Search Guide

Jul 2026

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