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.

Strategic PlanningJuly 2026

The Customer Experience Strategy Canvas: A Visual Planning Tool

Most CX strategies fail before they reach the customer. Learn how adapting the Strategy Canvas as a CX planning tool produces decisions, not just diagrams.

Read the article

02 —All Articles

Ideas on experience, behavior & change.

This month's read.

The Customer Experience Strategy Canvas: A Visual Planning Tool

The Journal.

Customer Experience Management Roles: Who Does What

What Makes a Strong CX Strategy Statement

Common Customer Experience Management Terms Defined

Questions to Ask Before Writing a CX Strategy

Why Strategy Is the Engine of Customer Experience Success

A Practitioner's Perspective on CX Management

CX Management Procedures Worth Documenting

CX Strategy Curriculum: What the Course Actually Covers

Lessons From Amazon's Customer Experience Playbook

Major Players in Customer Experience Management Explained

What a CX Strategy Job Description Really Means

How to Structure a Customer Experience Management Programme

How a CX Strategy Should Handle Customer Complaints

What Is the Purpose of Customer Experience Management?

What Is a CX Strategy? A Complete Definition and Guide

Building a Customer Experience Management Plan From Scratch

What Determines a CX Strategy Manager's Salary

What Belongs in a CX Management Project Plan

Top CX Strategy Certifications Worth Holding in 2026

Running a CX Management Programme That Actually Delivers

Why Operations Makes or Breaks Your CX Strategy

The Customer Experience Management Process Explained

How Australian Businesses Are Rethinking CX Strategy

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