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.

Ideas on experience, behavior & change.

This month's read.

Delivering Consistent CX Through Channel Partners

The Journal.

Building a CX Operating Model That Actually Scales

Frontline Enablement: Giving Service Teams the Tools to Delight

NPS, CSAT, and CES: Which Metric to Use When

How to Build a Customer Journey Map Teams Actually Use

Finding the Bottlenecks That Hurt Customers Most

What Partner Experience Is and Why It Matters for CX

CX Governance: Roles, Rituals, and Decision Rights

Emotional Loyalty vs Transactional Loyalty: What Actually Keeps Customers

Designing Digital Government Services Citizens Trust

Loss Aversion in Pricing: How It Shapes Customer Decisions

How AI Agents Are Changing Customer Service in 2026

How to Design an Employee Journey Map That Actually Works

How Sony Designs Customer Experience: The Kando Framework

How Disney Engineers a Magical Customer Experience

Choice Architecture: Designing Better Default Options

Service Blueprinting: Making the Backstage Visible

Closing the Loop on Customer Feedback: A Retention System

What Makes a Loyalty Programme Actually Work

Process Mapping for CX: Where to Actually Start

How Zara Delivers Customer Experience Without Loyalty Points

What Citizen Experience Really Means for Government Services

The EX–CX Link: How Employee Experience Shapes Customer Outcomes

The Peak-End Rule: How Customer Memory Really Works

Keep exploring Renascence

Meet Aslan Patov

The Naked Customer podcast

Build your own CX firm

Get the Journal in your inbox.