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ReadExperience JournalArticles & research on CX, behavior, and transformation.Watch & listenExperience LoomOur video podcast on CX & behavior.CuratedCX NewsIndustry news that matters in CX, minus the noise.

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Strategic PlanningCustomer Experience Strategy in 2026: What's Changed

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Ep. 03 · Customer LoyaltyCustomer Loyalty, Brand Loyalty & CX Ep. 02 · Artificial IntelligenceAI in Customer Experience

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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.

Should You Take a CX Strategy and Design Course?

Learning & DevelopmentJuly 2026

Should You Take a CX Strategy and Design Course?

Not everyone who searches for a CX strategy course needs one. Here is how to decide whether a formal programme will sharpen your practice or simply delay it.

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02 —All Articles

The Journal.

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

Strategic Planning

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

What Is CX Management? The Version That Actually Explains It

Customer Experience

What Is CX Management? The Version That Actually Explains It

Customer Experience vs. Product Management: Two Disciplines Compared

Customer Experience

Customer Experience vs. Product Management: Two Disciplines Compared

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

Customer Experience

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

Bernd Schmitt's Customer Experience Management Framework Explained

Customer Experience

Bernd Schmitt's Customer Experience Management Framework Explained

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

Customer Experience

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

Customer Experience vs. CX Management: Clearing Up the Confusion

Customer Experience

Customer Experience vs. CX Management: Clearing Up the Confusion

Why Most CX Strategies Fail Before They Start

Strategic Planning

Why Most CX Strategies Fail Before They Start

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

Strategic Planning

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

Understanding Customer Experience Management From the Ground Up

Customer Experience

Understanding Customer Experience Management From the Ground Up

The Questions Every Customer Experience Strategy Should Answer

Customer Experience

The Questions Every Customer Experience Strategy Should Answer

What Belongs in a Customer Experience Strategy Document

Strategic Planning

What Belongs in a Customer Experience Strategy Document

Popular Customer Experience Strategy Models Explained

Customer Experience

Popular Customer Experience Strategy Models Explained

What CX Management Actually Is — and Why Most Definitions Miss the Point

Customer Experience

What CX Management Actually Is — and Why Most Definitions Miss the Point

What McKinsey's Research Says About Customer Experience Strategy

Customer Experience

What McKinsey's Research Says About Customer Experience Strategy

CX Strategy and Design: How the Two Work Together

CX Strategy and Design: How the Two Work Together

Customer Experience Management: A Quick Overview

Customer Experience

Customer Experience Management: A Quick Overview

What Bain's Approach to Customer Experience Management Looks Like

Customer Experience

What Bain's Approach to Customer Experience Management Looks Like

Customer Experience Strategy in Banking: What's Changing

Customer Experience

Customer Experience Strategy in Banking: What's Changing

The Customer Experience Strategy Process: A Rigorous Guide

Strategic Planning

The Customer Experience Strategy Process: A Rigorous Guide

When CX Management Meets Process Redesign: Why One Without the Other Fails

When CX Management Meets Process Redesign: Why One Without the Other Fails

What Customer Experience Management Actually Involves

Customer Experience

What Customer Experience Management Actually Involves

CX Strategy Manager Salary Expectations in 2026

Customer Experience

CX Strategy Manager Salary Expectations in 2026

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