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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.

Airport CX Lessons From KLIA's Experience Management
Customer ExperienceJuly 2026

Airport CX Lessons From KLIA's Experience Management

KLIA's near-perfect ACI score and RM30 million Terminal 1 upgrade reveal what systematic CX management looks like in one of the world's most demanding service environments.

Read the article

02 —All Articles

The Journal.

What a CX Strategy & Transformation Lead Actually DoesOrganizational Transformation

What a CX Strategy & Transformation Lead Actually Does

Jul 2026
Where to Find Customer Experience Management Jobs in 2026Customer Experience

Where to Find Customer Experience Management Jobs in 2026

Jul 2026
Studying CX Strategy: What a Rigorous Curriculum CoversLearning & Development

Studying CX Strategy: What a Rigorous Curriculum Covers

Jul 2026
The CX Strategy Framework Behind High-Performing BrandsStrategic Planning

The CX Strategy Framework Behind High-Performing Brands

Jul 2026
Decoding the CX Management Job DescriptionCustomer Experience

Decoding the CX Management Job Description

Jul 2026
How Gold Coast Businesses Approach CX StrategyCustomer Experience

How Gold Coast Businesses Approach CX Strategy

Jul 2026
Customer Experience Strategy Design: Where to StartStrategic Planning

Customer Experience Strategy Design: Where to Start

Jul 2026
Customer Experience Management in Software: What's DifferentCustomer Experience

Customer Experience Management in Software: What's Different

Jul 2026
Customer Experience Management in the Hospitality IndustryCustomer Experience

Customer Experience Management in the Hospitality Industry

Jul 2026
Rethinking IT's Role in Customer Experience ManagementDigital Transformation

Rethinking IT's Role in Customer Experience Management

Jul 2026
Best CX Strategy Courses to Consider in 2026Learning & Development

Best CX Strategy Courses to Consider in 2026

Jul 2026
Setting the Right Objectives for Your CX StrategyStrategic Planning

Setting the Right Objectives for Your CX Strategy

Jul 2026
An Organizing Framework for Customer Experience Management in RetailCustomer Experience

An Organizing Framework for Customer Experience Management in Retail

Jul 2026
Customer Experience Management in CRM: Where the Two MeetCustomer Experience

Customer Experience Management in CRM: Where the Two Meet

Jul 2026
What Harvard Business Review Says About Customer Experience ManagementCustomer Experience

What Harvard Business Review Says About Customer Experience Management

Jul 2026
Customer Experience Strategy Explained in Plain TermsCustomer Experience

Customer Experience Strategy Explained in Plain Terms

Jul 2026
Lessons From Huawei's CEM Approach for CX LeadersCustomer Experience

Lessons From Huawei's CEM Approach for CX Leaders

Jul 2026
Customer Experience Strategy Canvas: Map Your CX PlanStrategic Planning

Customer Experience Strategy Canvas: Map Your CX Plan

Jul 2026
What Columbia's CX Strategy Programme Reveals About the DisciplineLearning & Development

What Columbia's CX Strategy Programme Reveals About the Discipline

Jul 2026
What CX Management Actually Means — And Why Most Firms Miss ItCustomer Experience

What CX Management Actually Means — And Why Most Firms Miss It

Jul 2026
CX Strategy Objectives That Actually Drive ResultsStrategic Planning

CX Strategy Objectives That Actually Drive Results

Jul 2026
How to Design a CX Management System That Actually WorksCustomer Experience

How to Design a CX Management System That Actually Works

Jul 2026
Where the Real Gaps Are in CX Management ProgramsCustomer Experience

Where the Real Gaps Are in CX Management Programs

Jul 2026

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