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.
375 articles by Kristen Doerer
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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 -
Bath & Body Works wants to make the in-store experience ‘less overwhelming’
Nov. 25, 2025 -
Intuit, OpenAI launch partnership to provide consumers personalized advice
Nov. 21, 2025 -
Lowe’s virtual assistants boost satisfaction and sales
Nov. 21, 2025 -
Klarna says its AI agent is doing the work of 853 employees
Nov. 20, 2025 -
Airlines will not have to compensate customers for flight disruptions
Nov. 17, 2025 -
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