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

A Practical Framework for Building Your Customer Experience Strategy

Most CX strategies fail in the boardroom, not in the field. This framework gives you five interdependent layers to build a strategy that connects insight to outcomes.

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02 —All Articles

Ideas on experience, behavior & change.

This month's read.

A Practical Framework for Building Your Customer Experience Strategy

The Journal.

CX Management Defined: Scope, Structure, and What Most Programmes Miss

What a Customer Experience Management Consultant Actually Does

What Does 'Customer Experience Strategy' Really Mean?

Is a CX Strategy Certification Worth Pursuing?

Leading Customer Experience Management Companies to Know

Customer Experience Management Certification: Is It Worth It?

The Core Pillars of a Strong Customer Experience Strategy

Creating a CX Strategy: Where Most Teams Start Wrong

CX Strategy Presentation That Gets Executive Buy-In

Customer Experience Management in Banking: What's Changing

What Makes IKEA's Customer Experience Strategy Work

Should You Take a CX Strategy and Design Course?

CX Strategy: A Step-by-Step Guide to Building One That Holds

What Is CX Management? The Version That Actually Explains It

Customer Experience vs. Product Management: Two Disciplines Compared

Customer Experience Management vs. UX: Where They Overlap and Diverge

Bernd Schmitt's Customer Experience Management Framework Explained

What Is CX Management, Really? A Plain-Language Explanation

Customer Experience vs. CX Management: Clearing Up the Confusion

Why Most CX Strategies Fail Before They Start

How to Present a CX Strategy to Leadership and Win the Room

Understanding Customer Experience Management From the Ground Up

The Questions Every Customer Experience Strategy Should Answer

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