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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.

How to Prioritize a CX Portfolio Without Losing to Politics
Strategic PlanningSeptember 2026

How to Prioritize a CX Portfolio Without Losing to Politics

CX prioritization frameworks fail not from bad math but from weak governance. Here's how to separate proposing from scoring and make your backlog decisions hold up.

Read the article

02 —All Articles

The Journal.

Inside Starbucks Rewards: How Stars Engineer Real LoyaltyCustomer Loyalty

Inside Starbucks Rewards: How Stars Engineer Real Loyalty

Ava SinclairSept 2026
Survey Fatigue: Why Customers Stop Answering (And the Fix)Feedback Management

Survey Fatigue: Why Customers Stop Answering (And the Fix)

Charlotte VanceSept 2026
Personalization at scale without being creepyCustomer Experience

Personalization at scale without being creepy

Benjamin RossSept 2026
Reducing handoffs that frustrate customersCustomer Experience

Reducing handoffs that frustrate customers

Leo AshworthSept 2026
Designing Omnichannel Journeys That Actually Feel SeamlessService Design

Designing Omnichannel Journeys That Actually Feel Seamless

Mia FairfaxSept 2026
Aligning Incentives Across an Experience EcosystemCustomer Experience

Aligning Incentives Across an Experience Ecosystem

Harper QuinnAug 2026
Anchoring Bias: How the First Number Hijacks Customer ValueBehavioral Economics

Anchoring Bias: How the First Number Hijacks Customer Value

Chloe HartleyAug 2026
Conversational AI in CX: What Actually Works TodayDigital Transformation

Conversational AI in CX: What Actually Works Today

Benjamin RossAug 2026
Journey Mapping vs Service Blueprinting: When to Use EachService Design

Journey Mapping vs Service Blueprinting: When to Use Each

Mia FairfaxAug 2026
Managing experience in a B2B2C modelCustomer Experience

Managing experience in a B2B2C model

Harper QuinnAug 2026
Social Proof and Customer Trust: Why Resemblance Beats VolumeBehavioral Economics

Social Proof and Customer Trust: Why Resemblance Beats Volume

Chloe HartleyAug 2026
How Apple Designs Retail CX With Hospitality, Not Sales ScriptsCustomer Experience

How Apple Designs Retail CX With Hospitality, Not Sales Scripts

Ava SinclairAug 2026
Why Citizen Satisfaction Scores Fail Public ServicesFeedback Management

Why Citizen Satisfaction Scores Fail Public Services

Julian FordAug 2026
Designing Rewards That Actually Change Customer BehaviorCustomer Crisis Management

Designing Rewards That Actually Change Customer Behavior

Samuel HayesAug 2026
Culture as CX Strategy: Aligning Values to Customer PromisesCultural Change

Culture as CX Strategy: Aligning Values to Customer Promises

Noah PrescottAug 2026
Executive Sponsorship for CX: Why It Fails and How to Win ItOrganizational Transformation

Executive Sponsorship for CX: Why It Fails and How to Win It

Amelia WrenAug 2026
From Listening to Action: Fixing the VoC Execution GapFeedback Management

From Listening to Action: Fixing the VoC Execution Gap

Charlotte VanceAug 2026
Why Customer Lifetime Value Should Be CX's North Star MetricCustomer Experience

Why Customer Lifetime Value Should Be CX's North Star Metric

Samuel HayesAug 2026
Designing Customer Surveys People Actually FinishFeedback Management

Designing Customer Surveys People Actually Finish

Charlotte VanceAug 2026
Frontline Attrition Is a CX Problem, Not Just an HR OneEmployee Experience

Frontline Attrition Is a CX Problem, Not Just an HR One

Noah PrescottAug 2026
How Amazon Engineers Customer Obsession Into Every MeetingCustomer Experience

How Amazon Engineers Customer Obsession Into Every Meeting

Ava SinclairAug 2026
Why Government Services Are Built to Frustrate CitizensService Design

Why Government Services Are Built to Frustrate Citizens

Julian FordAug 2026
Designing Self-Service Customers Actually PreferService Design

Designing Self-Service Customers Actually Prefer

Benjamin RossAug 2026

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