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.

Learning & DevelopmentSeptember 2024 · 10 min read

Key Skills and Competencies for Customer Experience (CX) Professionals

Customer Experience (CX) professionals play a vital role in shaping and enhancing the overall customer journey, making them critical assets in any organization. The evolving market dynamics and digital transformation have expanded the scope of CX roles, requiring professionals to develop a diverse set of skills and competencies.

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02 —All Articles

Ideas on experience,behavior & change.

This month's read.

Key Skills and Competencies for Customer Experience (CX) Professionals

The Journal.

Justification of Effort: Valuing Outcomes Based on Effort Invested

How Customer Experience (CX) Improves Overall Business Performance

How Bentley Elevates Customer Experience (CX) Through Bespoke Customization and Exceptional Dealership Services

How BYD Enhances Customer Experience (CX) Through Electric Vehicle Innovation

How AI is Transforming Customer Experience (CX)

Intuition Heuristic: Decisions Based on Intuition

Functional Fixedness: Limiting Customer Use of Products to Traditional Uses

Frequency Validity Effect: Frequent Information Seen as More Valid

Frequency Illusion: Noticing Something More Often After Learning About It

Forewarning Effect: Resistance to Persuasion After Being Forewarned

Information Asymmetry: Unequal Knowledge Among Participants

Focalism Effect: Overemphasis on One Aspect of an Event

Fading Affect Bias: Positive Events Fading More Slowly Than Negative Ones

Extended Mind Hypothesis: Cognition Extending Beyond the Brain

Impact Perception: Misjudging the Impact of Events

Identity Protection: Maintaining Beliefs to Protect Identity

Expectation Heuristic: Influence of Expectations on Perceptions

Evolutionary Bias: Decisions Influenced by Evolutionary Factors

How to Write a Customer Service Resume Without Experience

How to Use Customer Experience (CX) Quotes to Motivate Your Organization

End-State Bias: Overemphasizing Final Outcomes

How to Measure the Success of Your Customer Experience (CX) Program

How to Leverage Customer Experience (CX) Net Promoter Score for Growth

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Ideas on experience,
behavior & change.