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The consultancy born at the intersection of behavioral economics and human experience.

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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 EconomicsThe Framing Effect in Customer Experience: Real Examples Customer ExperienceZara Customer Experience: How Scarcity Drives Loyalty

Latest episodes

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

Latest news

HospitalityDelta's loyalty-premium flywheel keeps lifting customer spend AISecurity firm finds naming AI agents after Seinfeld characters helps bots join the team

Hub

Free tools, templates, and resources to advance your CX practice.

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Every visit, every location, every score. Live.

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THE MANIFESTOBurn the Deck.

Ten Virtues. Zero Excuses.Start reading →THE HUB

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CULTURE

Burn the Deck — our manifesto

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.

Frontline Enablement: The Real Fix for Broken Customer Service

Employee ExperienceAugust 2026

Frontline Enablement: The Real Fix for Broken Customer Service

Scripts and slogans don't stop service failures — missing information, authority and process permission do. Here's how to actually enable your frontline.

Read the article

02 —All Articles

The Journal.

Kando: How Sony Engineers Emotion Into Customer Experience

Customer Experience

Kando: How Sony Engineers Emotion Into Customer Experience

Mia FairfaxAug 2026

Building a CX Operating Model That Actually Scales

Organizational Transformation

Building a CX Operating Model That Actually Scales

Zoe MerrickAug 2026

Reducing Churn: How to Catch the Silent Signals Early

Customer Loyalty

Reducing Churn: How to Catch the Silent Signals Early

Leo AshworthAug 2026

NPS vs CSAT vs CES: Which Metric to Use When

Feedback Management

NPS vs CSAT vs CES: Which Metric to Use When

Harper QuinnAug 2026

Loss Aversion in Pricing: Why Losing £200 Hurts More Than Gaining It

Behavioral Economics

Loss Aversion in Pricing: Why Losing £200 Hurts More Than Gaining It

Charlotte VanceAug 2026

SIPOC for CX: The Process Discovery Tool Journey Maps Miss

SIPOC for CX: The Process Discovery Tool Journey Maps Miss

Marcus ReedAug 2026

Why CX Breaks at the Channel Partner — and How to Fix It

Customer Experience

Why CX Breaks at the Channel Partner — and How to Fix It

Olivia BennettAug 2026

CX Governance: The Roles, Rituals and Decision Rights That Work

Strategic Planning

CX Governance: The Roles, Rituals and Decision Rights That Work

Zoe MerrickAug 2026

Service Blueprinting: Making the Backstage of CX Visible

Service Blueprinting: Making the Backstage of CX Visible

Amelia WrenAug 2026

Finding the bottlenecks that hurt customers most

Customer Experience

Finding the bottlenecks that hurt customers most

Marcus ReedAug 2026

Designing Digital Government Services Citizens Actually Trust

Designing Digital Government Services Citizens Actually Trust

James WhitfieldAug 2026

Emotional vs Transactional Loyalty: Why Points Programs Fall Short

Customer Loyalty

Emotional vs Transactional Loyalty: Why Points Programs Fall Short

Leo AshworthAug 2026

Designing self-service that customers actually prefer

Customer Experience

Designing self-service that customers actually prefer

Julian FordAug 2026

How to Design an Employee Journey Map That Actually Works

Employee Experience

How to Design an Employee Journey Map That Actually Works

Benjamin RossAug 2026

What Citizen Experience Really Means for Government Services

What Citizen Experience Really Means for Government Services

James WhitfieldAug 2026

What Actually Makes a Loyalty Program Work

Customer Experience

What Actually Makes a Loyalty Program Work

Leo AshworthAug 2026

How AI Agents Are Changing Customer Service in 2026

Customer Experience

How AI Agents Are Changing Customer Service in 2026

Julian FordAug 2026

The EX–CX Link: Why Employee Experience Drives Customer Outcomes

Employee Experience

The EX–CX Link: Why Employee Experience Drives Customer Outcomes

Benjamin RossAug 2026

Process Mapping for Customer Experience: Where to Start

Process Mapping for Customer Experience: Where to Start

Marcus ReedAug 2026

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