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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.

Conversational AI in CX: What Actually Works Today
Digital TransformationAugust 2026

Conversational AI in CX: What Actually Works Today

Large language models solved the language problem in customer service. The journey design problem is still mostly unsolved — here's where conversational AI genuinely delivers.

Read the article

02 —All Articles

The Journal.

Finding and Fixing Moments of Truth in the Customer JourneyService Design

Finding and Fixing Moments of Truth in the Customer Journey

Liam DonovanAug 2026
The Endowment Effect: Why Customers Fight to Keep What You Gave ThemBehavioral Economics

The Endowment Effect: Why Customers Fight to Keep What You Gave Them

Ethan CaldwellAug 2026
Finding the Bottlenecks That Actually Hurt CustomersService Design

Finding the Bottlenecks That Actually Hurt Customers

Charlotte VanceAug 2026
Emotional Loyalty vs Transactional Loyalty: What Actually CompoundsCustomer Loyalty

Emotional Loyalty vs Transactional Loyalty: What Actually Compounds

Chloe HartleyAug 2026
Frontline enablement: giving service teams the tools to delight customersCustomer Experience

Frontline enablement: giving service teams the tools to delight customers

Isabella MooreAug 2026
Reducing Friction in Public-Sector Service JourneysService Design

Reducing Friction in Public-Sector Service Journeys

Mia FairfaxAug 2026
Designing Self-Service Customers Actually PreferService Design

Designing Self-Service Customers Actually Prefer

Ava SinclairAug 2026
Designing Digital Government Services Citizens TrustService Design

Designing Digital Government Services Citizens Trust

Mia FairfaxAug 2026
CX Governance: Roles, Rituals, and Decision RightsOrganizational Transformation

CX Governance: Roles, Rituals, and Decision Rights

Oliver GrantAug 2026
Process Mapping for CX: Where to Start and Why It MattersService Design

Process Mapping for CX: Where to Start and Why It Matters

Charlotte VanceAug 2026
What Partner Experience Is and Why It MattersCustomer Experience

What Partner Experience Is and Why It Matters

Benjamin RossAug 2026
NPS, CSAT, and CES: Which Metric to Use WhenFeedback Management

NPS, CSAT, and CES: Which Metric to Use When

Noah PrescottAug 2026
What Makes a Loyalty Programme Actually WorkCustomer Loyalty

What Makes a Loyalty Programme Actually Work

Chloe HartleyAug 2026
How AI Agents Are Changing Customer Service in 2026Customer Experience

How AI Agents Are Changing Customer Service in 2026

Ava SinclairAug 2026
How to Build a Customer Journey Map Teams Actually UseService Design

How to Build a Customer Journey Map Teams Actually Use

Liam DonovanAug 2026
How to Design an Employee Journey Map That Actually WorksEmployee Experience

How to Design an Employee Journey Map That Actually Works

Isabella MooreAug 2026
Loss Aversion in Pricing: How Framing Shapes Customer DecisionsBehavioral Economics

Loss Aversion in Pricing: How Framing Shapes Customer Decisions

Ethan CaldwellAug 2026
How Sony Designs Customer Experience: Vision, Principles & PracticeCustomer Experience

How Sony Designs Customer Experience: Vision, Principles & Practice

Nathan BrooksAug 2026
Key Takeaways From the CX Strategy SummitStrategic Planning

Key Takeaways From the CX Strategy Summit

Aug 2026
What a CX Strategy Module Should Actually CoverLearning & Development

What a CX Strategy Module Should Actually Cover

Aug 2026
How to Build a Customer Experience Strategy From the Ground UpStrategic Planning

How to Build a Customer Experience Strategy From the Ground Up

Aug 2026
CX Management Books Worth Reading — and Where to Find the PDFCustomer Experience

CX Management Books Worth Reading — and Where to Find the PDF

Aug 2026
Customer Experience Strategy for B2B: What Actually WorksCustomer Experience

Customer Experience Strategy for B2B: What Actually Works

Aug 2026

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