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 · 10 min read

Backfire Effect: Strengthening of Beliefs When Challenged

Imagine a customer who, when presented with evidence contrary to their beliefs about a product, becomes even more convinced of their original stance. This is the Backfire Effect—a cognitive bias where attempts to change someone's mind with evidence can reinforce their preexisting beliefs.

Ideas on experience,behavior & change.

This month's read.

Backfire Effect: Strengthening of Beliefs When Challenged

The Journal.

Customer Experience (CX) is the Next Competitive Battleground: Insights and Trends

Customer Experience (CX) in the Public Sector: Building Trust and Transparency

Balance Theory: Striving for Consistency in Attitudes and Relationships

Customer Experience (CX) in Retail: Strategies for Enhancing Customer Loyalty

Customer Experience (CX) in E-commerce: Strategies for Reducing Cart Abandonment

Customer Experience (CX) in E-commerce: How to Delight Your Customers

Schema Theory: Frameworks for Understanding Customer Experiences

Customer Experience (CX) in Healthcare: Building Trust and Empathy

Customer Experience (CX) in E-commerce: How to Optimize the Customer Journey

Customer Experience (CX) and User Experience (UX): Understanding the Differences

Customer Experience (CX) for Dummies: How to Get Started

Belief Perseverance: Maintaining Beliefs Despite Contradictory Evidence

Bias Blind Spot Effect: Recognizing Bias in Others but Not in Oneself

Projection Bias: Customers’ Expectations Based on Their Own Preferences

Bilateral Symmetry Preference: Preference for Symmetrical Faces

Boundary Extension: Extending Perceptual Boundaries Beyond Actual Scenes

Bounded Rationality: Customers’ Simplified Decision-Making Processes

Brand Loyalty Bias: Preference for Familiar Brands

Building Resilience & Adaptability

Customer Experience (CX) for Dummies: Best Practices for Success

Building a Robust Customer Experience (CX) Ecosystem for Your Business

Customer Experience (CX) for Dummies: A Wiley Brand Key Concepts

Case Studies: Successful Customer Experience (CX) with AI Implementation

Keep exploring Renascence

Meet Aslan Patov

The Naked Customer podcast

Build your own CX firm

Get the Journal in your inbox.

Ideas on experience,
behavior & change.