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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.

Leading CX Management Firms to Watch in 2026
Customer ExperienceJuly 2026

Leading CX Management Firms to Watch in 2026

A senior briefing on which CX management firms actually move the numbers in 2026, what genuinely differentiates them, and how to choose the right type of partner.

Read the article

02 —All Articles

The Journal.

Turning Customer Feedback Into CX Management ActionFeedback Management

Turning Customer Feedback Into CX Management Action

Jul 2026
Which CX Strategy Model Actually Fits Your Business?Strategic Planning

Which CX Strategy Model Actually Fits Your Business?

Jul 2026
Customer Experience Management Field Manual: A Practitioner's ReviewCustomer Experience

Customer Experience Management Field Manual: A Practitioner's Review

Jul 2026
Real-World CX Strategy Examples That Actually WorkedCustomer Experience

Real-World CX Strategy Examples That Actually Worked

Jul 2026
How to Build a CX Management Framework PresentationCustomer Experience

How to Build a CX Management Framework Presentation

Jul 2026
CX Strategy Slides: What to Include and Why It MattersStrategic Planning

CX Strategy Slides: What to Include and Why It Matters

Jul 2026
Customer Experience Management Framework: A Practical BreakdownCustomer Experience

Customer Experience Management Framework: A Practical Breakdown

Jul 2026
CX Management Examples Worth Studying (And Why)Customer Experience

CX Management Examples Worth Studying (And Why)

Jul 2026
Inside a CX Strategy Council: Roles, Structure and PurposeStrategic Planning

Inside a CX Strategy Council: Roles, Structure and Purpose

Jul 2026
What Customer Experience Management Really Means in BusinessCustomer Experience

What Customer Experience Management Really Means in Business

Jul 2026
Decoding the CX Strategy Job DescriptionStrategic Planning

Decoding the CX Strategy Job Description

Jul 2026
Why Every Business Needs a Customer Experience StrategyStrategic Planning

Why Every Business Needs a Customer Experience Strategy

Jul 2026
What Is CX Management? A Clear, Operational DefinitionCustomer Experience

What Is CX Management? A Clear, Operational Definition

Jul 2026
Customer Experience Strategy 101: A Student's GuideStrategic Planning

Customer Experience Strategy 101: A Student's Guide

Jul 2026
Customer Experience Management: A Full DescriptionCustomer Experience

Customer Experience Management: A Full Description

Jul 2026
Peppers and Rogers' CX Strategy Principles RevisitedCustomer Experience

Peppers and Rogers' CX Strategy Principles Revisited

Jul 2026
The Marketing Definition of Customer Experience ManagementCustomer Experience

The Marketing Definition of Customer Experience Management

Jul 2026
What Belongs on Your Customer Experience Strategy RoadmapStrategic Planning

What Belongs on Your Customer Experience Strategy Roadmap

Jul 2026
What Deloitte's Research Reveals About CX ManagementCustomer Experience

What Deloitte's Research Reveals About CX Management

Jul 2026
How Local Governments Build a Real CX StrategyCustomer Experience

How Local Governments Build a Real CX Strategy

Jul 2026
How Dialog-Based Support Shapes Customer Experience ManagementCustomer Experience

How Dialog-Based Support Shapes Customer Experience Management

Jul 2026
Customer Experience Strategy for Social Housing ProvidersCustomer Experience

Customer Experience Strategy for Social Housing Providers

Jul 2026
Is There a CX Management Degree Worth Pursuing?Learning & Development

Is There a CX Management Degree Worth Pursuing?

Jul 2026

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