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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.

Why Your CX Prioritization Framework Keeps Failing
Strategic PlanningSeptember 2026

Why Your CX Prioritization Framework Keeps Failing

Most CX prioritization frameworks don't fail on the math — they fail because political inputs and a single ranked list can't hold three different kinds of work at once.

Read the article

02 —All Articles

The Journal.

How Netflix Personalizes the Customer Experience at ScaleCustomer Loyalty

How Netflix Personalizes the Customer Experience at Scale

Mia FairfaxSept 2026
Text Analytics: Turning Unstructured Feedback Into FixesFeedback Management

Text Analytics: Turning Unstructured Feedback Into Fixes

Harper QuinnSept 2026
Using generative AI to draft customer responsesCustomer Experience

Using generative AI to draft customer responses

Julian FordSept 2026
Measuring Partner-Delivered Customer Experience: Why It FailsCustomer Experience

Measuring Partner-Delivered Customer Experience: Why It Fails

Olivia BennettSept 2026
Anchoring Bias: How the First Number Shapes Customer ValueBehavioral Economics

Anchoring Bias: How the First Number Shapes Customer Value

Charlotte VanceSept 2026
Life-Event Service Design: Why Government Must Redesign Around Moments, Not MinistriesService Design

Life-Event Service Design: Why Government Must Redesign Around Moments, Not Ministries

James WhitfieldSept 2026
Culture as CX Strategy: Closing the Say-Do GapCultural Change

Culture as CX Strategy: Closing the Say-Do Gap

Benjamin RossSept 2026
Designing Surveys Customers Will Actually FinishFeedback Management

Designing Surveys Customers Will Actually Finish

Harper QuinnSept 2026
The Modern CX Tech Stack Explained: Why More Tools Mean More FrictionDigital Transformation

The Modern CX Tech Stack Explained: Why More Tools Mean More Friction

Julian FordSept 2026
Operational Excellence in Service Delivery: Close the Real GapService Design

Operational Excellence in Service Delivery: Close the Real Gap

Marcus ReedSept 2026
Journey Mapping vs Service Blueprinting: When to Use EachService Design

Journey Mapping vs Service Blueprinting: When to Use Each

Amelia WrenSept 2026
Managing Experience in a B2B2C Model: Who Really Owns It?Customer Experience

Managing Experience in a B2B2C Model: Who Really Owns It?

Olivia BennettSept 2026
The Endowment Effect: Why Customers Fight to Keep What's 'Theirs'Behavioral Economics

The Endowment Effect: Why Customers Fight to Keep What's 'Theirs'

Charlotte VanceSept 2026
Accessibility in Citizen Experience: The Real Test of Good DesignService Design

Accessibility in Citizen Experience: The Real Test of Good Design

James WhitfieldSept 2026
Reducing Frontline Attrition to Protect Customer ExperienceEmployee Experience

Reducing Frontline Attrition to Protect Customer Experience

Benjamin RossSept 2026
Why CX Change Management Fails — And the Governance FixChange Management

Why CX Change Management Fails — And the Governance Fix

Zoe MerrickAug 2026
How Disney Engineers Its Magical Customer ExperienceCustomer Experience

How Disney Engineers Its Magical Customer Experience

Mia FairfaxAug 2026
Why Customer Lifetime Value Should Be Your CX North StarCustomer Experience

Why Customer Lifetime Value Should Be Your CX North Star

Leo AshworthAug 2026
Frontline Enablement: The Real Fix for Broken Customer ServiceEmployee Experience

Frontline Enablement: The Real Fix for Broken Customer Service

Benjamin RossAug 2026
Kando: How Sony Engineers Emotion Into Customer ExperienceCustomer Experience

Kando: How Sony Engineers Emotion Into Customer Experience

Mia FairfaxAug 2026
Building a CX Operating Model That Actually ScalesOrganizational Transformation

Building a CX Operating Model That Actually Scales

Zoe MerrickAug 2026
Reducing Churn: How to Catch the Silent Signals EarlyCustomer Loyalty

Reducing Churn: How to Catch the Silent Signals Early

Leo AshworthAug 2026
NPS vs CSAT vs CES: Which Metric to Use WhenFeedback Management

NPS vs CSAT vs CES: Which Metric to Use When

Harper QuinnAug 2026

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