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ReadExperience JournalArticles & research on CX, behavior, and transformation.Watch & listenExperience LoomOur video podcast on CX & behavior.CuratedCX NewsIndustry news that matters in CX, minus the noise.

Latest articles

Behavioral EconomicsAversion à la perte en expérience client : définition et exemples Customer ExperienceTrader Joe's : comment réduire le choix renforce l'expérience client

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Ep. 03 · Customer LoyaltyCustomer Loyalty, Brand Loyalty & CX Ep. 02 · Artificial IntelligenceAI in Customer Experience

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BankingPaze mise sur la sécurité après sa refonte et fixe des objectifs Digital TransformationGrèce : interdiction des réseaux sociaux aux moins de 15 ans

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Opinion · Experience Journal

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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.

Aversion à la perte en expérience client : définition et exemples

Behavioral EconomicsOctober 2026

Aversion à la perte en expérience client : définition et exemples

L'aversion à la perte explique pourquoi un client défend un acquis plus qu'il ne poursuit un gain. Définition, mécanisme et applications concrètes au parcours client.

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02 —All Articles

The Journal.

Trader Joe's : comment réduire le choix renforce l'expérience client

Customer Experience

Trader Joe's : comment réduire le choix renforce l'expérience client

Youssef BenaliOct 2026

Costco et le feedback client : pourquoi la carte papier gagne

Feedback Management

Costco et le feedback client : pourquoi la carte papier gagne

Youssef BenaliOct 2026

Mesurer les parcours : des cartes à l'analyse des parcours

Customer Experience

Mesurer les parcours : des cartes à l'analyse des parcours

Nabil El AmraniSept 2026

Effet de cadrage : comment la formulation change la décision client

Behavioral Economics

Effet de cadrage : comment la formulation change la décision client

Karim HaddadSept 2026

L'effet IKEA : transformer l'effort client en attachement durable

Behavioral Economics

L'effet IKEA : transformer l'effort client en attachement durable

Karim HaddadSept 2026

Pourquoi les programmes CX transverses échouent (et comment les sauver)

Change Management

Pourquoi les programmes CX transverses échouent (et comment les sauver)

Mehdi CherkaouiSept 2026

Comment Emirates transforme l'hospitalité en avantage CX

Customer Experience

Comment Emirates transforme l'hospitalité en avantage CX

Youssef BenaliSept 2026

L'économie de la fidélisation par rapport à l'acquisition

Customer Experience

L'économie de la fidélisation par rapport à l'acquisition

Élise BernardSept 2026

CDP temps réel : pourquoi la vitesse seule ne crée pas la CX

Digital Transformation

CDP temps réel : pourquoi la vitesse seule ne crée pas la CX

Juliette MercierSept 2026

Automatiser sans perdre le contact humain : la méthode

Automatiser sans perdre le contact humain : la méthode

Camille LaurentSept 2026

Co-conception de services : du client consulté au coauteur

Co-conception de services : du client consulté au coauteur

Nabil El AmraniSept 2026

Les habitudes de coaching des managers qui améliorent la satisfaction client

Customer Experience

Les habitudes de coaching des managers qui améliorent la satisfaction client

Chloé RousseauSept 2026

Élaborer une feuille de route pour la maturité de l'expérience client

Customer Experience

Élaborer une feuille de route pour la maturité de l'expérience client

Mehdi CherkaouiSept 2026

Comment IKEA conçoit le parcours client en magasin

Behavioral Economics

Comment IKEA conçoit le parcours client en magasin

Youssef BenaliSept 2026

Abonnements : pourquoi la rétention n'est pas de la fidélité

Customer Loyalty

Abonnements : pourquoi la rétention n'est pas de la fidélité

Élise BernardSept 2026

Automatiser le centre de contact de manière responsable

Customer Experience

Automatiser le centre de contact de manière responsable

Juliette MercierSept 2026

Lean Thinking et Expérience Client : Éliminer le Vrai Gaspillage

Lean Thinking et Expérience Client : Éliminer le Vrai Gaspillage

Camille LaurentSept 2026

Personas en service design : comment éviter l'affiche inutile

Personas en service design : comment éviter l'affiche inutile

Nabil El AmraniSept 2026

Mesurer l'expérience client délivrée par les partenaires en B2B2C

Feedback Management

Mesurer l'expérience client délivrée par les partenaires en B2B2C

Salma BennaniSept 2026

Le paradoxe du choix : pourquoi trop d'options tuent vos ventes

Behavioral Economics

Le paradoxe du choix : pourquoi trop d'options tuent vos ventes

Karim HaddadSept 2026

Conception de services gouvernementaux basée sur les événements de vie

Customer Experience

Conception de services gouvernementaux basée sur les événements de vie

Théo RenaudSept 2026

Intégration du personnel de première ligne pour une excellente expérience client

Customer Experience

Intégration du personnel de première ligne pour une excellente expérience client

Chloé RousseauSept 2026

Relier la CX aux KPI business : la méthode pour convaincre la direction

Strategic Planning

Relier la CX aux KPI business : la méthode pour convaincre la direction

Mehdi CherkaouiSept 2026

Keep exploring Renascence

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