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.

Using generative AI to draft customer responses

The Journal.

Reducing Customer Handoffs: A Process Design Playbook

Why Omnichannel Journeys Break at the Handoff, Not the Channel

Aligning incentives across an experience ecosystem

The paradox of choice in product and service design

Trust in Government Is Built at the Counter, Not in a Campaign

Culture as CX Strategy: Aligning Values to Customer Promises

How to Prioritize a Portfolio of CX Initiatives, Not a Backlog

How Netflix Personalizes the Customer Experience at Scale

Designing Rewards That Actually Change Customer Behaviour

How to Link CX Initiatives to Business KPIs That Finance Trusts

How Apple Designs Its Retail Customer Experience

Why Customer Lifetime Value Should Be Your CX North Star

Social Proof in CX: Why Strangers' Opinions Beat Brand Claims

Why Citizen Satisfaction Scores Mislead Public Agencies

From Listening to Action: Fixing the Broken VoC Feedback Loop

Reducing Churn: Why Early Behavioural Signals Beat Exit Data

Designing Surveys Customers Will Actually Finish

Cut Frontline Attrition Before It Wrecks Your CX Scores

How Amazon Turns Customer Obsession Into a Working Mechanism

Inclusive Citizen Experience: Beyond Accessibility Compliance

Change Management for CX: Design for Loss, Not Just Buy-In

Conversational AI in CX: What Actually Works Today

Finding and Fixing Moments of Truth in the Customer Journey

Keep exploring Renascence

Meet Aslan Patov

The Naked Customer podcast

Build your own CX firm

Get the Journal in your inbox.