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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 Apple Designs Retail CX With Hospitality, Not Sales Scripts
Customer ExperienceAugust 2026

How Apple Designs Retail CX With Hospitality, Not Sales Scripts

Apple's stores run on a five-step A.P.P.L.E. service script borrowed from luxury hospitality and a layout engineered to trigger the endowment effect. Here's the mechanism.

Read the article

02 —All Articles

The Journal.

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
Delivering Consistent CX Through Channel PartnersCustomer Experience

Delivering Consistent CX Through Channel Partners

Harper QuinnAug 2026
Building a CX Operating Model That Actually ScalesOrganizational Transformation

Building a CX Operating Model That Actually Scales

Amelia WrenAug 2026
Frontline Enablement: Giving Service Teams the Tools to DelightEmployee Experience

Frontline Enablement: Giving Service Teams the Tools to Delight

Noah PrescottAug 2026
NPS, CSAT, and CES: Which Metric to Use WhenFeedback Management

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

Charlotte VanceAug 2026
How to Build a Customer Journey Map Teams Actually UseService Design

How to Build a Customer Journey Map Teams Actually Use

Mia FairfaxAug 2026
Finding the Bottlenecks That Hurt Customers MostService Design

Finding the Bottlenecks That Hurt Customers Most

Leo AshworthAug 2026
What Partner Experience Is and Why It Matters for CXCustomer Experience

What Partner Experience Is and Why It Matters for CX

Harper QuinnAug 2026
CX Governance: Roles, Rituals, and Decision RightsOrganizational Transformation

CX Governance: Roles, Rituals, and Decision Rights

Amelia WrenAug 2026
Emotional Loyalty vs Transactional Loyalty: What Actually Keeps CustomersCustomer Loyalty

Emotional Loyalty vs Transactional Loyalty: What Actually Keeps Customers

Samuel HayesAug 2026
Designing Digital Government Services Citizens TrustService Design

Designing Digital Government Services Citizens Trust

Julian FordAug 2026
Loss Aversion in Pricing: How It Shapes Customer DecisionsBehavioral Economics

Loss Aversion in Pricing: How It Shapes Customer Decisions

Chloe HartleyAug 2026
How AI Agents Are Changing Customer Service in 2026Customer Experience

How AI Agents Are Changing Customer Service in 2026

Benjamin RossAug 2026

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