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.

Ideas on experience, behavior & change.

This month's read.

Why Customer Experience (CX) is So Important in a Competitive Market

The Journal.

Why Customer Experience (CX) is Key to Customer Loyalty

Why Customer Experience (CX) is So Important in the Age of Digital Transformation

Why Customer Experience (CX) is So Important for Retaining Customers

Apophenia: Perceiving Meaningful Patterns in Random Data

CX Keeps Ahead of Competition

Anchoring Heuristic: Reliance on Initial Information

Zero-Risk Bias: Preference for Reducing Small Risks to Zero

Ambiguity Aversion: Avoidance of Unknown Options

Social Facilitation Effect: Performance Changes in the Presence of Others

Simulation Heuristic: Judging Likelihood Based on Ease of Imagining an Event

Agency Heuristic: Overattributing Actions to Human Agency

Affective Devaluation: Diminishing Value of Rewards Over Time

Customer Experience (CX) and User Experience (UX): Creating a Seamless Digital Journey

Customer Experience (CX) and Satisfaction: The Role of Feedback

45 Emerging Customer Experience (CX) Trends: What You Need to Know

Value Contrast Effect: Comparing Values in Decision Making

Self-Categorization Theory: Group Identity Influencing Behavior

Customer Experience (CX) vs. Customer Journey: Best Practices for 2026

Social Comparison Bias: Impact of Comparing Experiences on Satisfaction

25 Customer Experience (CX) Trends You Need to Follow for 2026

Sensemaking Bias: Creating Coherent Stories from Incoherent Data

Semantic Bias: Influence of Language on Perception and Decision Making

How to Leverage Customer Experience (CX) Trends in 2026

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