Kristen Doerer
Senior EditorKristen Doerer is the senior editor of CX Dive and helped launch the publication in 2023. Prior to joining Industry Dive, Kristen reported on right-wing extremism and threats to democracy. Her reporting has appeared in PBS NewsHour, The Guardian and ProPublica, among others. A native New Englander, she now resides in Washington, D.C.
337 articles by Kristen Doerer
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Top customer experience conferences in 2026
Oct. 1, 2025 -
When money is tight, how do gyms and salons encourage loyalty?
Sept. 30, 2025 -
Lancôme loyalty members take center stage with revamped website
Sept. 29, 2025 -
What the $2.5B Amazon Prime settlement means for CX leaders
Sept. 25, 2025 -
Why customers say online shopping just can’t compare to the in-store experience
Sept. 25, 2025 -
Customers are more likely to subscribe when it’s easy to cancel
Sept. 23, 2025 -
FTC case against Amazon Prime subscription practices begins
Sept. 22, 2025 -
3 major banks turn to predictive insights to boost trust
Sept. 18, 2025 -
What department should CX be in? ‘It depends.’
Sept. 17, 2025 -
Rent the Runway says its CX efforts are paying off. The financials aren’t as rosy.
Sept. 16, 2025 -
Gartner predicts Fortune 500 companies won’t eliminate human agents anytime soon
Sept. 12, 2025 -
Albertsons deploys Google Cloud’s AI-powered tool for product discovery
Sept. 12, 2025 -
Atlassian lays off another 200 customer service, support staff
Sept. 10, 2025 -
Trump DOT nixes compensation requirement for airline delays and cancellations
Sept. 9, 2025 -
Office Depot promises 15-minute pickup service
Sept. 8, 2025 -
Consumer sentiment declines as price sensitivity persists
Sept. 5, 2025 -
Generational preferences are shaping attitudes toward customer service
Aug. 27, 2025 -
3 challenges CX leaders will face for the rest of 2025
Aug. 27, 2025 -
How Bank of America’s Erica raised the stakes for virtual assistants
Aug. 25, 2025 -
Price lures hotel guests, but CX keeps customers coming back
Aug. 18, 2025 -
Consumer anxiety about the economy is putting loyalty at risk
Aug. 15, 2025 -
Customers still don’t love AI in customer service
Aug. 15, 2025 -
How 5 companies in 4 different sectors are tackling loyalty programs
Aug. 15, 2025 -
Sonos looks to software to improve experience, win back customers
Aug. 14, 2025 -
Customer dissatisfaction over quality, price and quantity grows
Aug. 12, 2025