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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.

Customer Experience (CX) Program: Case Studies and Success Stories
Customer ExperienceSeptember 2024 · 10 min read

Customer Experience (CX) Program: Case Studies and Success Stories

A Customer Experience (CX) Program is a structured approach to enhancing the overall customer experience by aligning business strategies, processes, and culture with customer needs and expectations.

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02 —All Articles

The Journal.

Customer experience case studies: real examples and what they teachCustomer Experience

Customer experience case studies: real examples and what they teach

Aslan PatovSept 202410 min read
Normalization of Deviance: Accepting Small Deviations as NormalBehavioral Economics

Normalization of Deviance: Accepting Small Deviations as Normal

Aslan PatovSept 20247 min read
Memory Conformity: Memory Influenced by OthersBehavioral Economics

Memory Conformity: Memory Influenced by Others

Aslan PatovSept 20247 min read
Customer Experience (CX) Quality: How to Measure and ImproveCustomer Experience

Customer Experience (CX) Quality: How to Measure and Improve

Aslan PatovSept 20248 min read
The Future of Customer Experience (CX): Trends for 2026 and BeyondCustomer Experience

The Future of Customer Experience (CX): Trends for 2026 and Beyond

Aslan PatovSept 202410 min read
Customer Experience (CX) Personas Are Essential for PersonalizationCustomer Experience

Customer Experience (CX) Personas Are Essential for Personalization

Aslan PatovSept 202412 min read
Loss Discounting: Underestimating Potential LossesBehavioral Economics

Loss Discounting: Underestimating Potential Losses

Aslan PatovSept 20247 min read
Magnitude Bias: Misjudging the Magnitude of EventsBehavioral Economics

Magnitude Bias: Misjudging the Magnitude of Events

Aslan PatovSept 20247 min read
Top Customer Experience (CX) Technologies to Watch in 2026Customer Experience

Top Customer Experience (CX) Technologies to Watch in 2026

Aslan PatovSept 202415 min read
Engaging Employees in the Change ProcessCultural Change

Engaging Employees in the Change Process

Aslan PatovSept 20244 min read
Misleading Vividness: Overemphasis on Vivid InformationBehavioral Economics

Misleading Vividness: Overemphasis on Vivid Information

Aslan PatovSept 20247 min read
Money Illusion: Focusing on Nominal Rather Than Real ValuesBehavioral Economics

Money Illusion: Focusing on Nominal Rather Than Real Values

Aslan PatovSept 202410 min read
Metacognitive Bias: Overestimating One’s UnderstandingBehavioral Economics

Metacognitive Bias: Overestimating One’s Understanding

Aslan PatovSept 20248 min read
Modality Effect: Influence of Sensory Modality on PerceptionBehavioral Economics

Modality Effect: Influence of Sensory Modality on Perception

Aslan PatovSept 20247 min read
What Customer Experience (CX) Describes About Customer LoyaltyCustomer Loyalty

What Customer Experience (CX) Describes About Customer Loyalty

Aslan PatovSept 202410 min read
What Customer Experience (CX) Trends to Watch for in 2026Customer Experience

What Customer Experience (CX) Trends to Watch for in 2026

Aslan PatovSept 20248 min read
Customer Experience (CX) Officer: The Role in Aligning CX with Business ObjectivesLearning & Development

Customer Experience (CX) Officer: The Role in Aligning CX with Business Objectives

Aslan PatovSept 20247 min read
Why Customer Experience (CX) Matters: Key Tactics for 2026 (Checklist)Customer Experience

Why Customer Experience (CX) Matters: Key Tactics for 2026 (Checklist)

Aslan PatovSept 202410 min read
Customer Experience (CX) and Content Marketing: How to Create Personalized ContentCustomer Experience

Customer Experience (CX) and Content Marketing: How to Create Personalized Content

Aslan PatovSept 20248 min read
Moral Credential Effect: Using Past Good Deeds to Justify Future Bad OnesBehavioral Economics

Moral Credential Effect: Using Past Good Deeds to Justify Future Bad Ones

Aslan PatovSept 202410 min read
Mere Exposure Effect: Familiarity as a Driver of Customer PreferenceBehavioral Economics

Mere Exposure Effect: Familiarity as a Driver of Customer Preference

Aslan PatovSept 202410 min read
Mystery Shopping Done RightMystery Shopping

Mystery Shopping Done Right

Aslan PatovSept 20247 min read
Endowment Effect: Valuing What Customers Already OwnBehavioral Economics

Endowment Effect: Valuing What Customers Already Own

Aslan PatovSept 202410 min read

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