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.
391 articles by Kristen Doerer
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Lyft CEO: ‘Customer obsession is what drives our profitable growth’
Feb. 13, 2026 -
This Valentine’s Day, look at your brand’s red flags and green flags
Feb. 13, 2026 -
A guide to implementing AI in customer experience
Feb. 12, 2026 -
Customers reward ‘relevance, not repetition’
Feb. 10, 2026 -
How the IOC’s data platform engages Olympics fans from flame to flame
Feb. 9, 2026 -
With reliability restored, Sonos focuses on customer advocacy
Feb. 5, 2026 -
Qualtrics appoints former Oracle executive CEO
Feb. 3, 2026 -
The customer experience outlook for 2026
Jan. 29, 2026 -
Why brands are courting consumers with premium experiences
Jan. 20, 2026 -
Customers want flexible commitment, value from subscriptions
Jan. 15, 2026 -
Delta posts loyalty gains as premium revenue soars
Jan. 14, 2026 -
California law gives food delivery customers right to talk to a human
Jan. 9, 2026 -
American Airlines rolls out free Wi-Fi to loyalty members
Jan. 8, 2026 -
When consumers are financially stressed, they look for reliability
Jan. 8, 2026 -
Can pricing strategies maintain customer loyalty?
Jan. 7, 2026 -
6 customer experience trends to watch in 2026
Jan. 6, 2026 -
Why inflation, pricing can impact customer experience
Dec. 23, 2025 -
3 predictions on how AI will transform CX in 2026
Dec. 22, 2025 -
American Airlines will no longer award loyalty points to basic economy flyers
Dec. 19, 2025 -
How Vanguard uses behavioral nudges with its customers
Dec. 18, 2025 -
Chewy CEO touts trio of ‘flywheel’ offerings as loyalty grows
Dec. 11, 2025 -
Retailers band together to maintain customer relationships as third-party AI grows
Dec. 9, 2025 -
How Amazon fights counterfeits and fake reviews
Dec. 8, 2025 -
How widespread are AI-caused job cuts?
Dec. 5, 2025 -
Best Buy reports better-than-expected sales as NPS rises
Nov. 26, 2025
