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.
491 articles by Kristen Doerer
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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 -
The EU AI Act requires AI transparency. What does it mean for CX?
July 31, 2026 -
Chipotle’s efforts to engage customers with rewards in-restaurant pay off
July 30, 2026 -
JetBlue revamps fare class as it looks to bolster revenue
July 30, 2026 -
Southwest hits milestone with its rewards program
July 24, 2026 -
Uber cuts 10% of customer service team as it embraces AI
July 23, 2026 -
Alaska Air sees NPS fly high following service system rollout
July 22, 2026 -
How Bank of America’s rewards program courts Gen Z
July 21, 2026 -
Customer satisfaction scores rise when agents express empathy
July 21, 2026 -
Social platforms draw consumers in, but conversions falter
July 17, 2026 -
United Airlines CEO: ‘Brand loyalty wins’
July 16, 2026 -
Consumer spending is strong, but sentiment is low. What does that mean for CX?
July 15, 2026 -
Bank of America’s chatbot Erica continues to amplify digital engagement
July 14, 2026 -
Contacting customer service is the last thing customers want to do
July 14, 2026 -
In customer service, third-party generative AI tools are beating brand chatbots
July 10, 2026 -
As AI’s role expands, the customer service labor market contracts
July 8, 2026
