Kristen Doerer
Senior Editor | LinkedInKristen Doerer is the senior editor of CX Dive, which she helped launch in 2023. She covers consumer behavior and businesses’ customer experience and loyalty strategies in the financial services, airline and retail sectors. Doerer is a 2026 Azbee award winner for her case study of Southwest Airlines. In journalism for over a decade, her reporting has appeared in PBS NewsHour, The Guardian and ProPublica, among others, and her work has been cited in such outlets as The New York Times and Politico. You can contact her at [email protected] or on LinkedIn.
506 articles by Kristen Doerer
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How brands can combat slipping brand loyalty in the US
Sept. 24, 2026 -
Consumers turn a critical eye toward how retailers set prices
Sept. 23, 2026 -
Service quality is eroding for household appliances, electronics
Sept. 18, 2026 -
Nintendo, tariff refunds and the question of how to repay customers
Sept. 16, 2026 -
Are AI-driven customer service cuts here to stay? Gartner predicts rehiring
Sept. 11, 2026 -
Ticketmaster puts personalization at the core of its app
Sept. 8, 2026 -
Understanding why surveillance pricing is a CX issue
Aug. 28, 2026 -
Williams-Sonoma AI assistants drive customer engagement — and conversions
Aug. 27, 2026 -
Customers still want access to a human in customer service
Aug. 25, 2026 -
6 customer experience mantras ready for retirement
Aug. 25, 2026 -
When pricing practices become a customer experience issue
Aug. 24, 2026 -
The FTC is turning its sights on personalized pricing. What does it mean for CX?
Aug. 21, 2026 -
Lowe’s digital CX lifts online sales
Aug. 20, 2026 -
Why Tropical Smoothie Cafe’s CFO champions CX
Aug. 19, 2026 -
Only one-quarter of AI customer service use cases produce ROI
Aug. 17, 2026 -
AI adoption in CX is accelerating, but few projects produce value
Aug. 14, 2026 -
American Airlines elevates chief customer officer to leadership team
Aug. 12, 2026 -
L.L. Bean rolls out loyalty program with perks for a purpose
Aug. 11, 2026 -
Duolingo’s user retention hits all-time high as app boosts stickiness
Aug. 11, 2026 -
Airbnb reaches another service milestone with its AI assistant
Aug. 7, 2026 -
6 examples of how employee experience can shape CX
Aug. 7, 2026 -
Uber CEO expects AI investments to provide incremental CX gains, conversions
Aug. 6, 2026 -
Booking Holdings’ connected trip strategy boosts loyalty
Aug. 5, 2026 -
How Sonos is using customer listening to improve products
Aug. 4, 2026 -
Taco Bell credits its loyalty program for digital sales growth
Aug. 3, 2026
