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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.

Loss Aversion dalam Pengalaman Pelanggan: Definisi dan Contoh
Behavioral EconomicsOctober 2026

Loss Aversion dalam Pengalaman Pelanggan: Definisi dan Contoh

Loss aversion menjelaskan mengapa pelanggan bertindak lebih pantas untuk mengelak kehilangan berbanding mendapat ganjaran — dan cara mereka bentuk CX berdasarkan prinsip ini.

Read the article

02 —All Articles

The Journal.

Bagaimana Zara mereka bentuk pengalaman pelanggannyaCustomer Experience

Bagaimana Zara mereka bentuk pengalaman pelanggannya

Zara KamarulOct 2026
Menjalankan temu bual pelanggan yang berkesanCustomer Experience

Menjalankan temu bual pelanggan yang berkesan

Balqis OthmanSept 2026
Bersama-sama mencipta pengalaman dengan rakan kongsi ekosistemCustomer Experience

Bersama-sama mencipta pengalaman dengan rakan kongsi ekosistem

Nurul AisyahSept 2026
Beban kognitif dan permudahan perjalanan pelangganCustomer Experience

Beban kognitif dan permudahan perjalanan pelanggan

Alia HashimSept 2026
Kerajaan proaktif: perkhidmatan yang mendekati rakyat terlebih dahuluCustomer Experience

Kerajaan proaktif: perkhidmatan yang mendekati rakyat terlebih dahulu

Rizal MansorSept 2026
Tabiat Coaching Pengurus yang Sebenarnya Mengangkat CSATEmployee Experience

Tabiat Coaching Pengurus yang Sebenarnya Mengangkat CSAT

Iskandar RahmanSept 2026
Model langganan dan pengekalanCustomer Experience

Model langganan dan pengekalan

Haziq SallehSept 2026
Menggabungkan data operasi dan data pengalaman (O-data + X-data)Customer Experience

Menggabungkan data operasi dan data pengalaman (O-data + X-data)

Balqis OthmanSept 2026
Pemikiran 'lean' diterapkan pada pengalaman pelangganCustomer Experience

Pemikiran 'lean' diterapkan pada pengalaman pelanggan

Ahmad ZulkifliSept 2026
Mengutamakan titik kesakitan perjalanan untuk kesan maksimumCustomer Experience

Mengutamakan titik kesakitan perjalanan untuk kesan maksimum

Sofea RamliSept 2026
Portal rakan kongsi yang benar-benar digunakan oleh rakan kongsiCustomer Experience

Portal rakan kongsi yang benar-benar digunakan oleh rakan kongsi

Nurul AisyahSept 2026
Timbal balik dan bagaimana gestur kecil membina kesetiaan pelangganCustomer Experience

Timbal balik dan bagaimana gestur kecil membina kesetiaan pelanggan

Alia HashimSept 2026
Mereka bentuk ganjaran yang mengubah tingkah lakuCustomer Experience

Mereka bentuk ganjaran yang mengubah tingkah laku

Haziq SallehSept 2026
Mengelakkan keletihan tinjauan sambil terus mendengar pelangganCustomer Experience

Mengelakkan keletihan tinjauan sambil terus mendengar pelanggan

Balqis OthmanSept 2026
Mengautomasikan pusat panggilan secara bertanggungjawabCustomer Experience

Mengautomasikan pusat panggilan secara bertanggungjawab

Amir HakimSept 2026
Kecemerlangan operasi dalam penyampaian perkhidmatanCustomer Experience

Kecemerlangan operasi dalam penyampaian perkhidmatan

Ahmad ZulkifliSept 2026
Mereka bentuk perjalanan omnicannel yang terasa lancarCustomer Experience

Mereka bentuk perjalanan omnicannel yang terasa lancar

Sofea RamliSept 2026
Mengukur pengalaman pelanggan yang disampaikan oleh rakan kongsiCustomer Experience

Mengukur pengalaman pelanggan yang disampaikan oleh rakan kongsi

Nurul AisyahSept 2026
Kesan Anchoring: Bagaimana Nombor Pertama Membentuk NilaiBehavioral Economics

Kesan Anchoring: Bagaimana Nombor Pertama Membentuk Nilai

Alia HashimSept 2026
Reka bentuk perkhidmatan kerajaan berasaskan peristiwa kehidupanCustomer Experience

Reka bentuk perkhidmatan kerajaan berasaskan peristiwa kehidupan

Rizal MansorAug 2026
Budaya sebagai strategi CX: menyelaraskan nilai dengan janji kepada pelangganCustomer Experience

Budaya sebagai strategi CX: menyelaraskan nilai dengan janji kepada pelanggan

Iskandar RahmanAug 2026
Mengaitkan inisiatif CX dengan KPI perniagaanCustomer Experience

Mengaitkan inisiatif CX dengan KPI perniagaan

Liyana AzizAug 2026
Bagaimana Netflix Mempersonalisasi Pengalaman Pelanggan Setiap KlikCustomer Experience

Bagaimana Netflix Mempersonalisasi Pengalaman Pelanggan Setiap Klik

Zara KamarulAug 2026

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