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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.

How IKEA Engineers the In-Store Shopping Journey
Behavioral EconomicsSeptember 2026

How IKEA Engineers the In-Store Shopping Journey

IKEA's meandering store layout isn't poor design — it's choice architecture, forcing every visitor past the full catalogue before checkout.

Read the article

02 —All Articles

The Journal.

Survey Fatigue: Why Customers Stop Answering (and the Fix)Feedback Management

Survey Fatigue: Why Customers Stop Answering (and the Fix)

Noah PrescottSept 2026
Using generative AI to draft customer responsesCustomer Experience

Using generative AI to draft customer responses

Ava SinclairSept 2026
Reducing Customer Handoffs: A Process Design PlaybookService Design

Reducing Customer Handoffs: A Process Design Playbook

Charlotte VanceSept 2026
Why Omnichannel Journeys Break at the Handoff, Not the ChannelService Design

Why Omnichannel Journeys Break at the Handoff, Not the Channel

Liam DonovanSept 2026
Aligning incentives across an experience ecosystemCustomer Experience

Aligning incentives across an experience ecosystem

Benjamin RossSept 2026
The paradox of choice in product and service designCustomer Experience

The paradox of choice in product and service design

Ethan CaldwellSept 2026
Trust in Government Is Built at the Counter, Not in a CampaignService Design

Trust in Government Is Built at the Counter, Not in a Campaign

Mia FairfaxSept 2026
Culture as CX Strategy: Aligning Values to Customer PromisesCultural Change

Culture as CX Strategy: Aligning Values to Customer Promises

Isabella MooreSept 2026
How to Prioritize a Portfolio of CX Initiatives, Not a BacklogStrategic Planning

How to Prioritize a Portfolio of CX Initiatives, Not a Backlog

Oliver GrantAug 2026
How Netflix Personalizes the Customer Experience at ScaleCustomer Experience

How Netflix Personalizes the Customer Experience at Scale

Nathan BrooksAug 2026
Designing Rewards That Actually Change Customer BehaviourCustomer Loyalty

Designing Rewards That Actually Change Customer Behaviour

Chloe HartleyAug 2026
How to Link CX Initiatives to Business KPIs That Finance TrustsStrategic Planning

How to Link CX Initiatives to Business KPIs That Finance Trusts

Oliver GrantAug 2026
How Apple Designs Its Retail Customer ExperienceCustomer Experience

How Apple Designs Its Retail Customer Experience

Nathan BrooksAug 2026
Why Customer Lifetime Value Should Be Your CX North StarCustomer Crisis Management

Why Customer Lifetime Value Should Be Your CX North Star

Chloe HartleyAug 2026
Social Proof in CX: Why Strangers' Opinions Beat Brand ClaimsBehavioral Economics

Social Proof in CX: Why Strangers' Opinions Beat Brand Claims

Ethan CaldwellAug 2026
Why Citizen Satisfaction Scores Mislead Public AgenciesFeedback Management

Why Citizen Satisfaction Scores Mislead Public Agencies

Mia FairfaxAug 2026
From Listening to Action: Fixing the Broken VoC Feedback LoopFeedback Management

From Listening to Action: Fixing the Broken VoC Feedback Loop

Noah PrescottAug 2026
Reducing Churn: Why Early Behavioural Signals Beat Exit DataCustomer Loyalty

Reducing Churn: Why Early Behavioural Signals Beat Exit Data

Chloe HartleyAug 2026
Designing Surveys Customers Will Actually FinishFeedback Management

Designing Surveys Customers Will Actually Finish

Noah PrescottAug 2026
Cut Frontline Attrition Before It Wrecks Your CX ScoresEmployee Experience

Cut Frontline Attrition Before It Wrecks Your CX Scores

Isabella MooreAug 2026
How Amazon Turns Customer Obsession Into a Working MechanismCustomer Experience

How Amazon Turns Customer Obsession Into a Working Mechanism

Nathan BrooksAug 2026
Inclusive Citizen Experience: Beyond Accessibility ComplianceService Design

Inclusive Citizen Experience: Beyond Accessibility Compliance

Mia FairfaxAug 2026
Change Management for CX: Design for Loss, Not Just Buy-InChange Management

Change Management for CX: Design for Loss, Not Just Buy-In

Oliver GrantAug 2026

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