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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 and Customer Experience: Why the Score Is Not the Strategy
Customer ExperienceJuly 2026

NPS and Customer Experience: Why the Score Is Not the Strategy

NPS is a consequence of customer experience, not a measure of it. Conflating the two produces programmes that optimise the number rather than the business behind it.

Read the article

02 —All Articles

The Journal.

What's Actually Making News in Customer Experience in 2026Customer Experience

What's Actually Making News in Customer Experience in 2026

Jul 2026
What the Best Journey Mapping Software Companies Do DifferentlyDigital Transformation

What the Best Journey Mapping Software Companies Do Differently

Jul 2026
Customer Experience Design: The Architecture of Intentional JourneysService Design

Customer Experience Design: The Architecture of Intentional Journeys

Jul 2026
What Is Customer Experience Design? A Practical DefinitionService Design

What Is Customer Experience Design? A Practical Definition

Jul 2026
Real Teams That Increased Customer Centricity: What Actually WorkedCustomer Experience

Real Teams That Increased Customer Centricity: What Actually Worked

Jul 2026
Building a CX Management Website That ConvertsCustomer Experience

Building a CX Management Website That Converts

Jul 2026
What a Customer Experience Strategy Is (and What It Isn't)Customer Experience

What a Customer Experience Strategy Is (and What It Isn't)

Jul 2026
What Is Customer Experience Design? A Clear GuideService Design

What Is Customer Experience Design? A Clear Guide

Jul 2026
Customer Centricity: The Mistakes That Quietly Undermine ItCustomer Experience

Customer Centricity: The Mistakes That Quietly Undermine It

Jul 2026
How Customer Experience Management Works Day to DayCustomer Experience

How Customer Experience Management Works Day to Day

Jul 2026
The Real Cost of Not Having a Customer Experience StrategyStrategic Planning

The Real Cost of Not Having a Customer Experience Strategy

Jul 2026
What a Good CX Design Course Should Actually Teach YouLearning & Development

What a Good CX Design Course Should Actually Teach You

Jul 2026
Free vs. Paid CX Design Certifications: Which Is Worth It?Learning & Development

Free vs. Paid CX Design Certifications: Which Is Worth It?

Jul 2026
Customer Experience Management: What It Is and How It WorksCustomer Experience

Customer Experience Management: What It Is and How It Works

Jul 2026
How to Increase Customer Centricity: A Step-by-Step GuideCustomer Experience

How to Increase Customer Centricity: A Step-by-Step Guide

Jul 2026
Inside IKEA's Customer Experience StrategyCustomer Experience

Inside IKEA's Customer Experience Strategy

Jul 2026
Best CX Design Courses to Consider in 2026Service Design

Best CX Design Courses to Consider in 2026

Jul 2026
US Customer Experience Management: What's Structurally DifferentCustomer Experience

US Customer Experience Management: What's Structurally Different

Jul 2026
Inside the Role: CX Strategy and Transformation LeadershipOrganizational Transformation

Inside the Role: CX Strategy and Transformation Leadership

Jul 2026
Customer Experience Design: What It Is and Where the Roles AreService Design

Customer Experience Design: What It Is and Where the Roles Are

Jul 2026
Real Examples of Teams That Demonstrate Customer CentricityCustomer Experience

Real Examples of Teams That Demonstrate Customer Centricity

Jul 2026
Is a Udemy Customer Experience Management Course Worth It?Customer Experience

Is a Udemy Customer Experience Management Course Worth It?

Jul 2026
CX Strategy Slides: A Template That Actually WorksStrategic Planning

CX Strategy Slides: A Template That Actually Works

Jul 2026

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