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BacaJurnal PengalamanArtikel & penyelidikan mengenai CX, tingkah laku dan transformasi.Tonton & DengarPengalaman LoomPodcast video kami tentang CX & tingkah laku.TersusunBerita CXBerita industri penting dalam CX, tanpa kebisingan.

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Pendapat · Jurnal Pengalaman

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Wawasan, rangka kerja dan analisis daripada pasukan Renascence — tentang pengalaman pelanggan, ekonomi tingkah laku, reka bentuk perkhidmatan dan masa depan cara jenama melayan orang.

01 —Terserlah

Bacaan bulan ini.

Reducing Churn: How to Catch the Silent Signals Early
Kesetiaan PelangganAugust 2026

Reducing Churn: How to Catch the Silent Signals Early

Churn doesn't start with a cancellation — it starts with silence. Here's why the loudest customers are often the safest, and how to build retention systems that hear the quiet ones.

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02 —Semua Artikel

Jurnal.

NPS vs CSAT vs CES: Which Metric to Use WhenFeedback 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 ItEkonomi Tingkah Laku

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

Charlotte VanceAug 2026
SIPOC for CX: The Process Discovery Tool Journey Maps MissReka Bentuk Perkhidmatan

SIPOC for CX: The Process Discovery Tool Journey Maps Miss

Marcus ReedAug 2026
Why CX Breaks at the Channel Partner — and How to Fix ItPengalaman Pelanggan

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

Olivia BennettAug 2026
CX Governance: The Roles, Rituals and Decision Rights That WorkStrategic Planning

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

Zoe MerrickAug 2026
Service Blueprinting: Making the Backstage of CX VisibleReka Bentuk Perkhidmatan

Service Blueprinting: Making the Backstage of CX Visible

Amelia WrenAug 2026
Finding the bottlenecks that hurt customers mostPengalaman Pelanggan

Finding the bottlenecks that hurt customers most

Marcus ReedAug 2026
Designing Digital Government Services Citizens Actually TrustReka Bentuk Perkhidmatan

Designing Digital Government Services Citizens Actually Trust

James WhitfieldAug 2026
Emotional vs Transactional Loyalty: Why Points Programs Fall ShortKesetiaan Pelanggan

Emotional vs Transactional Loyalty: Why Points Programs Fall Short

Leo AshworthAug 2026
Designing self-service that customers actually preferPengalaman Pelanggan

Designing self-service that customers actually prefer

Julian FordAug 2026
How to Design an Employee Journey Map That Actually WorksPengalaman Pekerja

How to Design an Employee Journey Map That Actually Works

Benjamin RossAug 2026
What Citizen Experience Really Means for Government ServicesReka Bentuk Perkhidmatan

What Citizen Experience Really Means for Government Services

James WhitfieldAug 2026
What Actually Makes a Loyalty Program WorkPengalaman Pelanggan

What Actually Makes a Loyalty Program Work

Leo AshworthAug 2026
How AI Agents Are Changing Customer Service in 2026Pengalaman Pelanggan

How AI Agents Are Changing Customer Service in 2026

Julian FordAug 2026
The EX–CX Link: Why Employee Experience Drives Customer OutcomesPengalaman Pekerja

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

Benjamin RossAug 2026
Process Mapping for Customer Experience: Where to StartReka Bentuk Perkhidmatan

Process Mapping for Customer Experience: Where to Start

Marcus ReedAug 2026

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