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 ExperienceSeptember 2024 · 8 min read

Why Customer Experience (CX) is Not Limited to IT Organizations

While Customer Experience (CX) is often associated with IT and technology-driven companies, it is not limited to these sectors. CX is a critical aspect of business success across all industries, from retail to healthcare, finance to hospitality.

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02 —All Articles

Ideas on experience, behavior & change.

This month's read.

Why Customer Experience (CX) is Not Limited to IT Organizations

The Journal.

Context Effect: The Impact of Environmental Factors on Customer Perceptions

Consensus Effect: Overestimating Agreement Among Others

Why Customer Experience (CX) is the New Competitive Battleground

Selective Optimism: Overestimating Positive Outcomes Selectively

Rational Ignorance: Choosing Not to Know Because the Cost of Educating Oneself Exceeds the Potential Benefit

Reappraisal Bias: The Role of Reinterpreting Events in Customer Satisfaction

Recency Bias: Shaping Customer Experience Through Recent Interactions

Reinforcement Heuristic: Encouraging Repeated Behaviors

Regulatory Focus Theory: Promotion vs. Prevention Focus in Customers

Reinforcement Effect: Strengthening Beliefs Through Positive Feedback

Restraint Bias: Overestimating Self-Control in the Face of Temptation

Retrospective Falsification: Rewriting Past Events

Rhyme-as-Reason Effect: Persuasive Power of Rhyming Phrases in Marketing

Reproductive Bias: Preference for Familiar Solutions

Safety Heuristic: Preference for Safe Options

Scarcity Heuristic: Valuing Something More Because It Is Perceived as Scarce

Salience Bias: Focusing on the Most Noticeable Information in Decisions

Self-Discrepancy Theory: Gaps Between Actual, Ideal, and Ought Selves

Self-Efficacy: Customers’ Belief in Their Ability to Achieve Goals

Self-Expansion Bias: Preference for Opportunities for Personal Growth

Self-Esteem Bias: Influence of Self-Esteem on Decisions

Self-Other Discrepancy: Differing Views of Self and Others

Self-Protective Bias: Defending One’s Self-Concept

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