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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 EconomicsAnclaje en experiencia de cliente: qué es y ejemplos reales Customer ExperienceDentro de la estrategia de experiencia del cliente de IKEA

Latest episodes

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

Latest news

AIApple lanza iOS 27.2 y macOS 27.2 con nuevas funciones de IA para Siri GeneralAdministración Digital: 192,4 millones en el presupuesto vasco

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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.

Anclaje en experiencia de cliente: qué es y ejemplos reales

Behavioral EconomicsOctober 2026

Anclaje en experiencia de cliente: qué es y ejemplos reales

El anclaje distorsiona cómo los clientes juzgan precios y tiempos de espera. Así opera este sesgo en el recorrido del cliente y cómo diseñarlo con ética.

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02 —All Articles

The Journal.

Dentro de la estrategia de experiencia del cliente de IKEA

Customer Experience

Dentro de la estrategia de experiencia del cliente de IKEA

Sofía ReyesOct 2026

Acceso omnicanal a los servicios gubernamentales

Customer Experience

Acceso omnicanal a los servicios gubernamentales

Nicolás RojasSept 2026

Trabajo híbrido y equipos de cara al cliente: el coste oculto

Employee Experience

Trabajo híbrido y equipos de cara al cliente: el coste oculto

Javier CastilloSept 2026

Programas de CX transfuncionales: por qué fallan sin gobierno real

Change Management

Programas de CX transfuncionales: por qué fallan sin gobierno real

Paula EspinozaSept 2026

O-data y X-data: por qué combinarlos revela lo que uno solo no ve

Feedback Management

O-data y X-data: por qué combinarlos revela lo que uno solo no ve

Renata AguilarSept 2026

Uso de IA generativa para redactar respuestas a clientes

Customer Experience

Uso de IA generativa para redactar respuestas a clientes

Emilio FuentesSept 2026

Modelos de franquicia y consistencia de la experiencia

Customer Experience

Modelos de franquicia y consistencia de la experiencia

Antonia VegaSept 2026

Reciprocidad: por qué los gestos pequeños fidelizan más que los descuentos

Behavioral Economics

Reciprocidad: por qué los gestos pequeños fidelizan más que los descuentos

Daniela GuerreroSept 2026

Generar confianza en las instituciones públicas a través de la experiencia

Customer Experience

Generar confianza en las instituciones públicas a través de la experiencia

Nicolás RojasSept 2026

Coaching de mánagers: el hábito que más eleva la satisfacción del cliente

Employee Experience

Coaching de mánagers: el hábito que más eleva la satisfacción del cliente

Javier CastilloSept 2026

Evitar la fatiga por encuestas sin dejar de escuchar a los clientes

Customer Experience

Evitar la fatiga por encuestas sin dejar de escuchar a los clientes

Renata AguilarSept 2026

La pila tecnológica moderna de CX explicada

Customer Experience

La pila tecnológica moderna de CX explicada

Emilio FuentesSept 2026

El pensamiento lean aplicado a la experiencia del cliente

Customer Experience

El pensamiento lean aplicado a la experiencia del cliente

Rodrigo SalazarSept 2026

Personas que sí funcionan: de póster decorativo a herramienta operativa

Personas que sí funcionan: de póster decorativo a herramienta operativa

Mariana DelgadoSept 2026

Alinear Incentivos en el Ecosistema de Experiencia

Customer Experience

Alinear Incentivos en el Ecosistema de Experiencia

Antonia VegaSept 2026

El anclaje y cómo influye en la percepción del valor por parte del cliente

Customer Experience

El anclaje y cómo influye en la percepción del valor por parte del cliente

Daniela GuerreroSept 2026

Medición de la satisfacción con los servicios públicos

Customer Experience

Medición de la satisfacción con los servicios públicos

Nicolás RojasSept 2026

Onboarding de primera línea: el primer producto de experiencia de cliente

Employee Experience

Onboarding de primera línea: el primer producto de experiencia de cliente

Javier CastilloSept 2026

Cómo vincular la CX a los KPIs de negocio que sí importan

Strategic Planning

Cómo vincular la CX a los KPIs de negocio que sí importan

Paula EspinozaAug 2026

Cómo Starbucks Rewards fideliza con progreso, no con descuentos

Customer Loyalty

Cómo Starbucks Rewards fideliza con progreso, no con descuentos

Sofía ReyesAug 2026

Suscripciones zombi: por qué renuevan clientes que no vuelven

Customer Loyalty

Suscripciones zombi: por qué renuevan clientes que no vuelven

Tomás CabreraAug 2026

Inclusión y accesibilidad en la experiencia del ciudadano

Customer Experience

Inclusión y accesibilidad en la experiencia del ciudadano

Nicolás RojasAug 2026

La cultura como estrategia de CX: alineando valores con las promesas al cliente

Customer Experience

La cultura como estrategia de CX: alineando valores con las promesas al cliente

Javier CastilloAug 2026

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