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.
317 articles by Kristen Doerer
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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 -
Airbnb charts AI-first path as it expands customer service agent
Aug. 8, 2025 -
Duolingo went ‘AI-first’ and then came the consumer backlash
Aug. 8, 2025 -
Wayfair’s curated product program boosts customer satisfaction
Aug. 4, 2025 -
JetBlue boosts customer satisfaction, says financial gains will follow
Aug. 4, 2025 -
JetBlue, United joint loyalty program cleared for takeoff
July 31, 2025 -
Southwest, after overhauling customer offerings, fails to see a ‘measurable’ impact
July 31, 2025 -
T-Mobile sees customer, financial gains from transformation plan
July 28, 2025 -
Chipotle drives more customers to loyalty program as comparable sales slide
July 25, 2025 -
Sonos makes interim CEO’s appointment permanent as it works to win back customers
July 24, 2025 -
AT&T’s customer guarantee is working, CEO says
July 23, 2025 -
How AI is changing expectations for customer support on social media
July 23, 2025 -
‘Click to cancel’ is canceled. What should CX leaders do now?
July 14, 2025 -
How consumers are responding to tariffs — and what CX leaders can do about it
July 10, 2025 -
Nature’s Path names first-ever chief customer officer
July 8, 2025 -
Stores remain dominant, even as digital, AI shopping grows
July 8, 2025 -
C-suite leaders have a vision for where generative AI fits in CX
July 7, 2025 -
What makes for a good loyalty program?
July 2, 2025 -
American Airlines CIO on redefining CX with tech
July 1, 2025 -
Customer satisfaction with bank, credit card digital experience is ‘plateauing’
June 25, 2025 -
For travel loyalty program success, customers want lower costs, discounts
June 23, 2025