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.

Customer ExperienceSeptember 2024 · 10 min read

Who is Responsible for Customer Experience (CX)? Aligning Teams for Success

Imagine you’re about to rock a sold-out stadium. The crowd is roaring, the lights are blazing, and every member of your band is tuned to perfection. But wait—who’s actually in charge of making sure this concert goes off without a hitch? When it comes to Customer Experience (CX), the question of ownership is just as crucial. This opening section puts the spotlight on the big question: Who’s responsible for CX?

Ideas on experience,behavior & change.

This month's read.

Who is Responsible for Customer Experience (CX)? Aligning Teams for Success

The Journal.

Who is Customer Experience (CX) Responsible For? Roles and Responsibilities

Who Should Own Customer Experience (CX) Strategy?

Who Are Customer Experience (CX) Management Experts? Career Pathways

What Makes Zappos a Leader in Customer Experience (CX)?

What Customer Experience (CX) Means and Why It Matters

What Customer Experience (CX) Do You Have? Key Metrics to Consider

What Customer Experience (CX) Describes: Key Concepts Explained

What Are Customer Experience (CX) Jobs? Roles and Responsibilities

Value Contrast Effect: Comparing Values in Decision Making

Self-Assessment Bias: Inaccurate Self-Evaluation of Abilities

Customer Experience (CX) is the Key to Long-Term Business Success

CX Improves Operational Efficiency

Unit Bias: Perception of Product Quantity and Its Effect on Consumption

Rewarding Loyalty: Strategies to Cultivate Long-Term Customer Relationships

Why Customer Experience (CX) is Important for Business Growth

Reference Group Effect: Evaluating Oneself Based on Comparison to a Group

Predecisional Distortion: Twisting Information to Fit Initial Preferences

Proactive Engagement: The Key to Strengthening Customer Loyalty

Primary Effect: Lasting Impact of Initial Information

Perceptual Contrast Effect: Judging Options Based on Comparison with Others

Perceived Control: Importance of Customers Feeling in Control

Salience Heuristic: Overemphasis on Prominent Information

Risk Perception: Customers’ Subjective Judgments of Risk

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Ideas on experience,
behavior & change.