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.

Behavioral EconomicsSeptember 2024 · 5 min read

Unbiased Progress

The first thing my partner and I usually ask each other when we get home is: “How was your day?” I realized that I typically focus on the negative aspects of the day and the tasks that I haven’t completed. I seldom focus on the positive aspects and what I achieved that day.

Ideas on experience,behavior & change.

This month's read.

Unbiased Progress

The Journal.

The Halo Effect

CSAT & Transactions

Biased Sampling: Misjudging Customer Preferences from Incomplete Data

Benevolent Sexism: Favorable, but Patronizing, Attitudes Toward Women

The HUMANS Framework

Customer Journey Mapping

How to Quit Sunk-Cost Fallacy

Customer Loyalty

Bandwagon Effect: Leveraging Social Proof in Customer Experience

Attribution Bias: How Customers Attribute Success or Failure in Experiences

Asymmetric Dominance Effect: Adding a Third Option to Influence Choice

Anthropocentric Framing: Human-Centered Interpretation of Events

Embedding Cultural Change

Anchoring Bias: Influencing Customer Experience Through Initial Impressions

Ambiguity Effect: Customer Preference for Known Options Over Ambiguous Ones

Affective Slant: Emotions Influencing Interpretation of Information

Abnormality Bias: Preference for Normalcy Over Abnormal Events

25 Employee Experience (EX) Trends You Need to Follow for 2026

Customer Experience (CX) with AI: Transforming Customer Interactions

Customer Service Without Experience: Building a Strong Resume

Positive in CX

Customer Service Without Experience: Skills You Can Highlight

Customer Service Resume Without Experience: Examples and Templates

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Ideas on experience,
behavior & change.