289 articles by Kristen Doerer

• Wayfair owes customer service employees wages, suit alleges

  June 12, 2025

• Chewy’s customer spend rises as subscriptions drives sales

  June 12, 2025

• As American Airlines puts renewed focus on CX, its advisory board takes center stage

  June 10, 2025

• Petco improves service offerings, plans membership program relaunch

  June 6, 2025

• Advice emerges as a key aspect of bank customers’ experience

  June 6, 2025

• Data security is a CX issue, too

  June 4, 2025

• Personalization pays — except when it doesn’t

  June 4, 2025

• Costco calls scan-and-go pilot ‘extremely successful’

  June 3, 2025

• Gap’s experience enhancements push NPS higher at Old Navy

  June 2, 2025

• Business leaders expect agentic AI to take over customer service

  May 30, 2025

• How emotional attachment can boost brand advocacy and retention

  May 29, 2025

• Intuit leans into AI to improve taxpayer experience, boost revenue

  May 28, 2025

• When it comes to premium experiences, customers will pay up

  May 27, 2025

• Lowe’s looks to pro loyalty program to drive higher spend

  May 22, 2025

• Klarna credits AI for slashing customer service costs

  May 21, 2025

• Why customer service shouldn’t be ‘a deflection mechanism’

  May 20, 2025

• Customer satisfaction levels out as experts await tariff impacts

  May 19, 2025

• How to maintain customer relationships as economic anxiety persists

  May 15, 2025

• FTC delays enforcement of ‘click-to-cancel’ rule

  May 13, 2025

• People skills drive experience wins for Southwest, JetBlue, research finds

  May 12, 2025

• Klarna changes its AI tune and again recruits humans for customer service

  May 9, 2025

• Frontier focuses on its value proposition as leisure travel tapers off

  May 7, 2025

• Airbnb brings AI customer service agent to half of US customers

  May 6, 2025

• Tariffs threaten to erode brand loyalty, Wunderkind survey finds

  May 1, 2025

• JetBlue touts customer satisfaction as travel demand slows

  April 29, 2025

• Satisfaction with government services faces headwinds in 2025

  April 29, 2025

• American Airlines touts loyalty wins as revenue growth stagnates

  April 25, 2025

• American Airlines redesigns app in response to customer feedback

  April 24, 2025

• After record high, customer satisfaction with airlines falls

  April 23, 2025

• JetBlue names VPs of airport experience and loyalty

  April 18, 2025

• United CEO shares strategic vision to build loyalty and boost revenue

  April 17, 2025

• American Airlines looks to enhance in-flight experience with complimentary Wi-Fi

  April 16, 2025

• JPMorgan Chase, Wells Fargo: US consumers remain resilient

  April 14, 2025

• Amazon CEO: Generative AI will ‘reinvent virtually every customer experience’

  April 10, 2025

• Delta says premium and loyalty provide resilience as the economy quakes

  April 10, 2025

• Tariffs alarm consumers. Can CX help companies maintain loyalty?

  April 8, 2025

• 5 CX experts on how leaders can tackle tariff challenges

  April 4, 2025

• Customers are turning to social media for support inquiries

  April 4, 2025

• AI regulation is ‘inevitable.’ Are CX leaders ready?

  April 3, 2025

• Retailers fight customer churn with loyalty programs

  March 31, 2025

• Customer service quality drops as businesses look to cut costs

  March 31, 2025

• Banks offer more customer support, boosting satisfaction

  March 28, 2025

• As inflation looms, brands have to work harder for loyalty

  March 26, 2025

• Frontier Airlines makes a play for customers upset by Southwest’s bag policy

  March 20, 2025

• Can Southwest make investors and its most loyal customers happy?

  March 19, 2025

• Global trust in digital services falls as consumer data privacy concerns grow

  March 18, 2025

• Bank credit card experiences fall short, risking loyalty

  March 14, 2025

• Stitch Fix credits CX improvements for better-than-expected earnings

  March 13, 2025

• Southwest ditches two free checked bags policy

  March 11, 2025

• Top airports create environment ‘where passengers feel valued’

  March 11, 2025

• Gross bathroom? It can cost your customer experience

  March 10, 2025

• Tariffs are spooking consumers

  March 7, 2025

• Consumers say it’s harder to interact with businesses

  March 5, 2025

• Bank of America’s consistently convenient experiences boost digital engagement

  Feb. 28, 2025

• Employee detachment grows, threatening customer satisfaction

  Feb. 25, 2025

• Most bank customers believe experience is as important as products, survey finds

  Feb. 19, 2025

• Frontier says its premium offerings are driving revenue growth

  Feb. 12, 2025

• The CFPB’s future is in question. What does that mean for consumers?

  Feb. 12, 2025

• Lyft deploys Anthropic’s generative AI in customer service

  Feb. 6, 2025

• Calling a customer? Brands can now display ‘reason for call’

  Feb. 6, 2025

• Securing budgets rises on list of challenges facing CX leaders

  Feb. 4, 2025

• The customer experience outlook for 2025

  Jan. 31, 2025

• Southwest customer experience changes improved revenue, CEO says

  Jan. 30, 2025

• The challenges in proving the ROI of customer experience

  Jan. 30, 2025

• Alaska Air Group chases premium customers

  Jan. 23, 2025

• United credits app enhancements for customer satisfaction boost

  Jan. 22, 2025

• Trump appoints chief veterans experience officer

  Jan. 22, 2025

• Citi pushes for simplified banking, digital innovation

  Jan. 21, 2025

• Bank of America credits CX, digital capabilities for account growth

  Jan. 17, 2025

• Wells Fargo eyes customer engagement initiatives, growth

  Jan. 17, 2025

• AI acceptance grows among holiday shoppers, survey finds

  Jan. 16, 2025

• Starbucks reverses open-door policy as it pursues coffeehouse environment

  Jan. 14, 2025

• Sonos CEO out as company cleans up botched app release

  Jan. 13, 2025

• Delta touts loyalty program, premium services in revenue gains

  Jan. 10, 2025

• How cyber incidents impact consumer trust

  Jan. 10, 2025

• Biden signs into law Government Service Delivery Improvement Act

  Jan. 8, 2025

• 5 customer experience trends to watch in 2025

  Jan. 8, 2025

• Delta Air Lines delivers on punctuality, report finds

  Jan. 2, 2025

• What Amazon is doing to fight fake reviews

  Dec. 19, 2024

• TD Bank names US leader of consumer solutions, services

  Dec. 18, 2024

• 5 customer experience predictions for 2025

  Dec. 17, 2024

• Macy touts NPS gains in mixed earnings report

  Dec. 13, 2024

• Slow website? It’ll cost you.

  Dec. 11, 2024

• Why wait times and first call resolution are key to customer loyalty

  Dec. 10, 2024

• DOT proposal would make airlines pay customers for canceled flights

  Dec. 9, 2024

• Senators press airline executives over ‘junk fees’

  Dec. 6, 2024

• Frontier adds first-class seats, bucking low-cost reputation

  Dec. 4, 2024

• USAA tops KPMG’s list for best customer experience

  Dec. 4, 2024

• FTC questions Uber’s subscription practices

  Dec. 2, 2024

• 5 ways retailers can boost customer experience this holiday season

  Nov. 27, 2024

• SiriusXM ran afoul of federal statute with cancellation policy, judge rules

  Nov. 25, 2024

• Citizens upgrades digital experience to ‘make banking quick and convenient’

  Nov. 22, 2024

• US customer satisfaction climbs to new heights from pandemic low

  Nov. 22, 2024

• Brick-and-mortar holiday shopping still reigns, but customers look online for ideas

  Nov. 20, 2024

• How to maintain customer trust while deploying AI

  Nov. 19, 2024

• Spirit Airlines reassures customers as it files for bankruptcy

  Nov. 18, 2024

• Alaska Airlines names digital, guest experience leaders

  Nov. 14, 2024

• What CX experts are watching in Trump’s second term

  Nov. 14, 2024

• Satisfaction with federal government services climbs to 7-year high

  Nov. 13, 2024

• Airbnb credits app upgrades, supply quality for bookings and NPS growth

  Nov. 11, 2024

• FTC orders Sitejabber to stop misleading customers with reviews

  Nov. 7, 2024

• ‘Sufficient but unspectacular’: How banks can improve their mobile app experience

  Nov. 6, 2024

• What’s the future of consumer protections under the next president?

  Nov. 5, 2024

• As Election Day approaches, what’s the future of federal CX?

  Oct. 31, 2024

• How DOT’s cash refunds for canceled flight rule could build customer trust

  Oct. 29, 2024

• FCC opens review of customer service practices of cable, phone companies

  Oct. 25, 2024

• American has a plan to win back business, premium customers

  Oct. 24, 2024

• It’s official: There’s a ban on the purchase or sale of fake reviews

  Oct. 22, 2024

• What the FTC’s ‘click-to-cancel’ rule means for customers

  Oct. 22, 2024

• Bank of America pins organic growth to CX improvements

  Oct. 18, 2024

• Bad experiences put $3.8 trillion at risk

  Oct. 15, 2024

• How retailers can foster loyalty for Black Friday and beyond

  Oct. 15, 2024

• Delta touts CX wins despite revenue hit from CrowdStrike outage

  Oct. 10, 2024

• Reviews — and businesses’ responses — build customer trust, study finds

  Oct. 10, 2024

• National beats car rental rivals in customer satisfaction

  Oct. 9, 2024

• Are customer success teams starting to stabilize?

  Oct. 7, 2024

• How influencers sway consumer purchasing decisions

  Oct. 4, 2024

• Sonos has a plan to regain customer trust after app fiasco

  Oct. 2, 2024

• Top customer experience conferences in 2025

  Oct. 1, 2024

• Southwest lays out fresh offerings to meet customer and investor demands

  Sept. 27, 2024

• Customers are done with passwords. Do businesses have a solution?

  Sept. 27, 2024

• JetBlue introduces lounges in pursuit of premium customers

  Sept. 25, 2024

• United’s chief customer officer to retire

  Sept. 23, 2024

• 7 ways reviews can help — or hinder — customer experience

  Sept. 20, 2024

• Consumers want to bank digitally, but quality service remains key

  Sept. 19, 2024

• Travelers are satisfied with airports despite record crowds and rising costs

  Sept. 18, 2024

• Customers don’t trust AI, and the rift might be hurting business

  Sept. 17, 2024

• United to bring customers Starlink Wi-Fi to boost in-flight experience

  Sept. 13, 2024

• FTC cracks down on subscription traps

  Sept. 12, 2024

• Customers are growing more comfortable with AI customer service

  Sept. 10, 2024

• 4 airlines face federal probe over loyalty program practices

  Sept. 6, 2024

• Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls

  Sept. 5, 2024

• Search drives customers to brands, reviews maintain trust

  Sept. 4, 2024

• Birkenstock program members spend 25% more than other consumers

  Sept. 4, 2024

• Business satisfaction with AI, automation solutions and services languishes

  Aug. 30, 2024

• CX pays. Just look at the stock market.

  Aug. 28, 2024

• Credit card holders want simple cash-back rewards, study finds

  Aug. 27, 2024

• How the federal government became a CX champion

  Aug. 26, 2024

• FTC raised stakes for fake reviews, but CX leaders have a role to play

  Aug. 23, 2024

• What the FTC’s fake reviews rule means for CX

  Aug. 22, 2024

• Amid gloomy outlook, Estée Lauder looks to offer high-touch digital CX

  Aug. 20, 2024

• Walgreens taps retail and CX leaders amid turnaround effort

  Aug. 19, 2024

• Customer satisfaction dips, deviating from years of growth, ACSI found

  Aug. 19, 2024

• Beyond cookies: Examples of how CX leaders are collecting customer data

  Aug. 16, 2024

• FTC finalizes rule to prohibit sale or purchase of fake reviews

  Aug. 14, 2024

• Where CX leaders should spend their budgets

  Aug. 14, 2024

• Time is money, and the Biden-Harris administration wants to help consumers save both

  Aug. 12, 2024

• Where CX teams are investing their budgets

  Aug. 12, 2024

• Why CX leaders struggle to demonstrate ROI and what to do about it

  Aug. 9, 2024

• The biggest challenge of AI? Bringing along wary customers

  Aug. 9, 2024

• To boost Olympics engagement, the IOC turned to a customer data platform

  Aug. 8, 2024

• Wendy’s is ‘confident’ experience improvements will drive loyalty — and growth

  Aug. 5, 2024

• How politically motivated review bombing can harm customer journeys

  Aug. 2, 2024

• How employee experience drives customer experience

  Aug. 2, 2024

• JetBlue hinges CX improvements on back-to-basics strategy

  Aug. 1, 2024

• Gen X is least tolerant of bad experiences, survey finds

  July 31, 2024

• Good experiences are No. 1 reason customers are loyal, study finds

  July 30, 2024

• As the ADA turns 34, technology risks leaving customer service accessibility behind

  July 26, 2024

• Delta customers issue hundreds of complaints with DOT after mass cancellations

  July 22, 2024

• United Airlines touts high customer satisfaction score, app popularity

  July 22, 2024

• Automation, data analytics top list of CX investments in 2024

  July 19, 2024

• Customers enjoy social media shopping despite overwhelming ads

  July 18, 2024

• Bank of America credits customer service for consumer banking growth

  July 16, 2024

• The Supreme Court struck down the Chevron doctrine. What does that mean for CX leaders?

  July 8, 2024

• The IRS is getting better at answering customer calls

  July 2, 2024

• Bank of America gets top marks for desktop user experience, study finds

  July 1, 2024

• Citi tops list of bank customer satisfaction for financial advice

  June 28, 2024

• Customers want rewards and exclusive perks from loyalty programs, survey finds

  June 27, 2024

• Customer experience scores plummet to record lows, Forrester finds

  June 26, 2024

• Brooks turns shoe finding into zero-party data

  June 24, 2024

• Foot Locker simplifies loyalty program, adds cash back

  June 24, 2024

• How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’

  June 21, 2024

• Bath & Body Works loyalty members drove 80% of US sales

  June 7, 2024

• Microsoft enters contact center market with generative AI assistant

  June 5, 2024

• CFPB creates ‘corporate repeat offenders’ registry to track consumer law violations

  June 4, 2024

• Salesforce earnings disappoint, but CX use cases are a bright spot

  May 31, 2024

• American Airlines chief commercial officer to depart

  May 30, 2024

• Airline CX shines over Memorial Day weekend despite record air travel

  May 29, 2024

• Southwest allows Google Flights to display fares

  May 28, 2024

• Airlines’ secret for good CX during record summer travel? Staffing.

  May 23, 2024

• Chase Bank reports record customer satisfaction across channels

  May 23, 2024

• Spirit, Frontier eliminate change fees to compete with legacy carriers

  May 21, 2024

• Walmart’s focus on price, shopping experience is resonating with customers

  May 20, 2024

• Are organizations providing accessible digital experiences?

  May 16, 2024

• Nonbanking financial institutions must notify FTC of breach under now-live amended rule

  May 16, 2024

• Airlines sue to block DOT ‘junk fees’ rule

  May 14, 2024

• Southwest, Delta lead among airlines for customer satisfaction

  May 9, 2024

• Southwest adds loyalty member benefits, expands point-spending flexibility

  May 8, 2024

• Ford invests in dealer education to improve customer experience

  May 3, 2024

• Airline staffing and customer satisfaction reach new highs. It’s no coincidence.

  May 2, 2024

• FCC fines 4 major wireless carriers $200M for selling customer location data

  April 30, 2024

• IRS’ Direct File pilot earns high user satisfaction

  April 29, 2024

• Ally Financial credits CX for high customer retention rates

  April 26, 2024

• How frictionless experiences can grow loyalty

  April 24, 2024

• Walmart removes self-checkout from select stores

  April 23, 2024

• United grows NPS despite hit from Boeing groundings

  April 18, 2024

• DOT, state attorneys general to clamp down on ‘deceptive’ airline practices

  April 17, 2024

• Health insurance is missing the mark on digital CX

  April 17, 2024

• Why dynamic pricing sours restaurant dining experiences

  April 16, 2024

• Does United have a customer trust problem?

  April 15, 2024

• Southwest misses 2023 customer satisfaction target

  April 10, 2024

• Fintech adoption lags, but loyalty programs could help

  April 10, 2024

• Conversational support grows as AI improves the chatbot experience

  April 9, 2024

• Customers don’t trust businesses with their data

  April 8, 2024

• CX leaders struggle to link metrics to business objectives

  April 4, 2024

• Customer trust in banks sees significant drop, JD Power finds

  April 2, 2024

• Delta raises bag fees as air carriers push rising industry costs to consumers

  April 1, 2024

• Digital engagement fell as retail customers moved to mobile, study finds

  March 29, 2024

• Good CX beats out price for customer loyalty, survey finds

  March 28, 2024

• Inside CVS Health’s push to transform customer experience

  March 27, 2024

• Department of Transportation to review privacy practices of US airlines

  March 25, 2024

• Consumers are satisfied with banks, American Bankers Association survey finds

  March 22, 2024

• Alaska Airlines launches $5 per month loyalty subscription

  March 21, 2024

• Companies aren’t fulfilling customer service promises, employees say

  March 19, 2024

• Anheuser-Busch thanks BEES platform for customer satisfaction boost

  March 19, 2024

• Arise to pay $2M to customer service agents for alleged wage theft

  March 18, 2024

• American Airlines’ NPS score jumps thanks to improved completion

  March 14, 2024

• Lufthansa to invest billions in CX

  March 12, 2024

• As passenger expectations rise, airport CX becomes a priority

  March 12, 2024

• Customers trust their banks, but data security is a top worry, survey finds

  March 8, 2024

• Aim for forgettable experiences, CSG says

  March 6, 2024

• What the Catalyst, Totango merger means for customer success teams

  March 5, 2024

• Data privacy joins the growing list of customer demands

  March 5, 2024

• Why Chase keeps investing in brick-and-mortar

  March 1, 2024

• Customers want mobile banking apps to go beyond transactions, Chase study finds

  Feb. 29, 2024

• Porsche names new head of North America customer experience

  Feb. 27, 2024

• When companies forget empathy, they risk customer trust and loyalty

  Feb. 27, 2024

• American, United raise bag fees, other carriers likely to follow

  Feb. 26, 2024

• USAA, Navy Federal lead consumer banking NPS rankings

  Feb. 23, 2024

• Gartner expects the EU to mandate ‘right to talk to a human’ by 2028

  Feb. 20, 2024

• Travel loyalty program providers fall short

  Feb. 20, 2024

• Customers are taking to social media to share feedback. Are businesses listening?

  Feb. 16, 2024

• Slow websites are frustrating visitors, causing dips in engagement

  Feb. 14, 2024

• This Valentine’s Day, give the CX gift that matters: personalization

  Feb. 14, 2024

• Search refinement tools increase consumer spending, satisfaction

  Feb. 12, 2024

• CXOs struggle to identify appropriate metrics, demonstrate ROI

  Feb. 8, 2024

• Inside the IRS’ journey to allow taxpayers to file for free

  Feb. 8, 2024

• Customer service leaders to prioritize customer journey analytics in 2024

  Feb. 7, 2024

• Southwest redesigns cabins, seats for CX refresh

  Feb. 5, 2024

• Bad experiences are costing businesses $3.7 trillion

  Feb. 1, 2024

• Where CX is headed in 2024

  Jan. 31, 2024

• What makes for a good CX tech stack in 2024?

  Jan. 31, 2024

• Southwest’s CX initiatives pay off in Q4 earnings report

  Jan. 29, 2024

• University of Utah Health doubled patient feedback for actionable insight

  Jan. 26, 2024

• United Airlines’ investments in CX pay off as NPS rises

  Jan. 24, 2024

• Genesys to buy Radarr, a boost to customer sentiment analysis

  Jan. 23, 2024

• Truist pushes self-service as mobile dominates total transactions

  Jan. 23, 2024

• With customers wary of AI, KPMG urges companies to get implementation right

  Jan. 22, 2024

• Net promoter scores dropped in most industries in 2023, Forrester finds

  Jan. 19, 2024

• Businesses say generative AI in CX has improved ROI

  Jan. 17, 2024

• What’s behind the overall decline in CX quality

  Jan. 16, 2024

• Victoria’s Secret to infuse AI into online shopping

  Jan. 11, 2024

• Consumer trust continues to decline, survey finds

  Jan. 11, 2024

• 5 CX trends to watch in 2024

  Jan. 10, 2024

• Twilio appoints new CEO after co-founder steps down

  Jan. 8, 2024

• How Dow grew customer satisfaction in support services

  Jan. 5, 2024

• National Park Service again tops federal agencies for best CX

  Jan. 5, 2024

• Southwest rebounds quickly from holiday delays

  Jan. 2, 2024

• Poor website experiences are costing businesses

  Dec. 22, 2023

• For Southwest’s first chief customer officer, his No. 1 concern is trust

  Dec. 21, 2023

• Delta expands Digital ID program for ‘frictionless airport experience’

  Dec. 18, 2023

• How to maintain trust in the holiday cyberthreat season

  Dec. 18, 2023

• IRS wants to make it easier for you to pay your taxes

  Dec. 15, 2023

• Hyundai creates CX division, combining retail and after-sales

  Dec. 13, 2023

• ‘An easy fix’: IRS expands callback option

  Dec. 13, 2023

• 4 in 5 vets trust the VA. The secret lies in employee experience

  Dec. 12, 2023

• Most leaders think they offer great experiences, but customers beg to differ

  Dec. 8, 2023

• Qualtrics partners with Epic to improve patient experience

  Dec. 7, 2023

• CX leaders are moving up the C-suite hierarchy

  Dec. 6, 2023

• Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

  Dec. 5, 2023

• More customer success leaders are reporting to the CEO, report finds

  Dec. 4, 2023

• Salesforce boasts it is the ‘No. 1 AI CRM’

  Dec. 1, 2023

• Amazon connects generative AI to the contact center

  Nov. 30, 2023

• Airline CX fared ‘exceptionally well’ during Thanksgiving rush

  Nov. 28, 2023

• 5 experts on how airlines can maintain good CX during the Thanksgiving rush

  Nov. 22, 2023

• Consumers’ top online shopping pet peeves

  Nov. 21, 2023

• What’s top of mind for NY’s first CXO

  Nov. 20, 2023

• The top customer experience conferences to attend in 2024

  Nov. 17, 2023

• LA Metro tries to woo riders with CX improvements

  Nov. 15, 2023

• Coalition pushes to ‘stop fake reviews’ as they proliferate

  Nov. 15, 2023

• H&R Block vows to make tax filing easier in bid to acquire customers

  Nov. 14, 2023

• Want good customer experience? Improve your employee experience.

  Nov. 13, 2023

• Warby Parker invests in tech for holistic customer experience

  Nov. 9, 2023

• Prudential Financial leans on tech partnerships in a bid to improve customer service

  Nov. 9, 2023

• Generative AI finds a tentative home in customer service

  Nov. 8, 2023

• 6 CX trends to boost ROI and retain customers

  Nov. 6, 2023

• FedEx to integrate customer platforms, expand European rewards program

  Oct. 30, 2023

• Half of largest global firms will report CX metrics, Forrester predicts

  Oct. 25, 2023

• Brand loyalty slides as consumers ask for more

  Oct. 23, 2023