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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.

Knowledge Illusion: Overestimating Understanding of Customer Needs
Behavioral EconomicsSeptember 2024 · 7 min read

Knowledge Illusion: Overestimating Understanding of Customer Needs

Imagine a company launching a new product, confident that it meets all customer needs perfectly. However, the product fails to gain traction because it doesn’t align with actual customer desires. This overconfidence in understanding customer needs is an example of the Knowledge Illusion.

Read the article

02 —All Articles

The Journal.

Less-Is-Better Effect: Preference for Smaller Sets of Better ItemsBehavioral Economics

Less-Is-Better Effect: Preference for Smaller Sets of Better Items

Aslan PatovSept 202410 min read
Reciprocal Altruism: Mutual Benefit Driving Customer LoyaltyBehavioral Economics

Reciprocal Altruism: Mutual Benefit Driving Customer Loyalty

Aslan PatovSept 20247 min read
Reciprocity Bias: Customers’ Inclination to Return FavorsBehavioral Economics

Reciprocity Bias: Customers’ Inclination to Return Favors

Aslan PatovSept 202410 min read
Lesser of Two Evils: Choosing the Least Negative OptionBehavioral Economics

Lesser of Two Evils: Choosing the Least Negative Option

Aslan PatovSept 20247 min read
Lessons from Nike’s Customer Experience (CX) StrategyCustomer Experience

Lessons from Nike’s Customer Experience (CX) Strategy

Aslan PatovSept 202410 min read
Customer Experience (CX) and Crisis Management: Strategies for Maintaining TrustCustomer Crisis Management

Customer Experience (CX) and Crisis Management: Strategies for Maintaining Trust

Aslan PatovSept 202410 min read
Customer Experience (CX) and AI: Personalization and AutomationDigital Transformation

Customer Experience (CX) and AI: Personalization and Automation

Aslan PatovSept 202410 min read
Law of Small Numbers: Overestimating Accuracy of Small SamplesBehavioral Economics

Law of Small Numbers: Overestimating Accuracy of Small Samples

Aslan PatovSept 20247 min read
Customer Experience (CX) and AI: Opportunities and ChallengesCustomer Experience

Customer Experience (CX) and AI: Opportunities and Challenges

Aslan PatovSept 20246 min read
Leveraging AI for Enhanced Customer Experience (CX)Digital Transformation

Leveraging AI for Enhanced Customer Experience (CX)

Aslan PatovSept 202415 min read
Liking Bias: Influence of Personal Affection on DecisionsBehavioral Economics

Liking Bias: Influence of Personal Affection on Decisions

Aslan PatovSept 20247 min read
Customer Experience (CX) and Behavioral Economics: How to Use Nudges to Improve CXBehavioral Economics

Customer Experience (CX) and Behavioral Economics: How to Use Nudges to Improve CX

Aslan PatovSept 20248 min read
Linguistic Framing: Impact of Language on Customer PerceptionsBehavioral Economics

Linguistic Framing: Impact of Language on Customer Perceptions

Aslan PatovSept 20248 min read
Why Customer Experience (CX) Drives Customer RetentionCustomer Loyalty

Why Customer Experience (CX) Drives Customer Retention

Aslan PatovSept 202412 min read
Customer Experience (CX) and AI: Enhancing Personalization and EngagementDigital Transformation

Customer Experience (CX) and AI: Enhancing Personalization and Engagement

Aslan PatovSept 20249 min read
Locus of Control Bias: Internal vs. External Attribution of ControlBehavioral Economics

Locus of Control Bias: Internal vs. External Attribution of Control

Aslan PatovSept 20247 min read
Local Bias: Overemphasis on Nearby InformationBehavioral Economics

Local Bias: Overemphasis on Nearby Information

Aslan PatovSept 20248 min read
Customer Experience (CX) Template: Key Components and Best PracticesCustomer Experience

Customer Experience (CX) Template: Key Components and Best Practices

Aslan PatovSept 202412 min read
Lessons from Zara’s Customer Experience (CX) StrategyOrganizational Transformation

Lessons from Zara’s Customer Experience (CX) Strategy

Aslan PatovSept 202410 min read
The Impact of Mystery Shopping on Brand PerceptionMystery Shopping

The Impact of Mystery Shopping on Brand Perception

Aslan PatovSept 20245 min read
Customer Experience (CX) and Customer Journey: Enhancing Every TouchpointCustomer Experience

Customer Experience (CX) and Customer Journey: Enhancing Every Touchpoint

Aslan PatovSept 20249 min read
Malleability Heuristic: Judging Flexibility of InformationBehavioral Economics

Malleability Heuristic: Judging Flexibility of Information

Aslan PatovSept 20248 min read
Why Customer Experience (CX) Matters for Your Brand’s SuccessCustomer Experience

Why Customer Experience (CX) Matters for Your Brand’s Success

Aslan PatovSept 202415 min read

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