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.
361 articles by Kristen Doerer
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Stagnant customer satisfaction offers warning to business, ACSI says
Nov. 14, 2025 -
How Vanguard modernized client experiences
Nov. 13, 2025 -
Why Optimum looks to the frontline for customer pain points
Nov. 12, 2025 -
Major airlines waive cancellation, rebooking fees amid flight cuts
Nov. 7, 2025 -
How Warner Music Group and CBRE tackle customer data silos
Nov. 7, 2025 -
In an AI world, Nordstrom is leaning into human care
Nov. 5, 2025 -
Etsy’s OpenAI partnership is ‘an early foothold’ in generative AI shopping, incoming CEO says
Nov. 4, 2025 -
3 of the spookiest customer experiences
Oct. 30, 2025 -
PayPal wants to make payments easier, for you or your AI agent
Oct. 30, 2025 -
JetBlue grows satisfaction as CX strategy shows signs of success
Oct. 29, 2025 -
Delta begins roll out of generative AI-powered virtual assistant
Oct. 28, 2025 -
American courts customers with premium experiences
Oct. 27, 2025 -
Southwest’s NPS bounces back after elimination of marquee policies
Oct. 24, 2025 -
Hospitality guests’ No. 1 AI concern: the loss of human touch
Oct. 23, 2025 -
Gen Z turns to third-party sites to share their gripes, or praise, of companies
Oct. 21, 2025 -
United is focused on winning brand loyal customers
Oct. 16, 2025 -
CX leaders need to get a seat at the AI table, executives say
Oct. 16, 2025 -
Best Buy CEO: ‘Our focus is manically on the customer’
Oct. 15, 2025 -
Ahead of the holidays, consumer sentiment remains muted
Oct. 10, 2025 -
Delta says its ‘relentless focus’ on customer experience pays off
Oct. 9, 2025 -
For luxury brands, brick-and-mortar reigns, but online experience falls flat
Oct. 8, 2025 -
Citizens Bank rolls out student hub to increase customer engagement, loyalty
Oct. 8, 2025 -
CX quality is improving, no thanks to AI customer support
Oct. 7, 2025 -
Loyalty falls globally as tariffs and rising prices pressure consumer pocketbooks
Oct. 6, 2025 -
Top customer experience conferences in 2026
Oct. 1, 2025