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.
464 articles by Kristen Doerer
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Travelers are game for AI discovery but want to keep agency
June 26, 2026 -
Brands that amplify customer experience are 2.5x more likely to grow market share
June 25, 2026 -
3 numbers on the cost of AI failures
June 23, 2026 -
What Navy Federal Credit Union found in its synthetic data pilot
June 23, 2026 -
What CX teams need to know about synthetic data
June 18, 2026 -
What brands provide the best overall experience?
June 15, 2026 -
Consumers are worried about a recession. How should brands respond?
June 12, 2026 -
The World Cup scores companies new subscribers. Retaining them is another problem entirely.
June 12, 2026 -
3 customer service roles made possible by AI
June 10, 2026 -
Don’t confuse loyalty program engagement for lasting allegiance
June 8, 2026 -
Where Priceline wants to take travel booking with agentic AI
June 5, 2026 -
Verizon CEO: AI will take over ‘a large percentage’ of customer service
June 5, 2026 -
What’s going on with the contact center workforce?
June 5, 2026 -
How better training keeps contact center agents from quitting
June 4, 2026 -
Half of current customer service jobs will be lost to AI by 2030, Forrester predicts
June 3, 2026 -
Regulars keep restaurants afloat as overall experience keeps diners coming back
June 2, 2026 -
The FCC wants to onshore contact centers: How 7 organizations respond
June 1, 2026 -
How Target is putting CX front and center
May 29, 2026 -
Target’s latest CX strategy: evaluating employees on customer engagement
May 27, 2026 -
Why three-quarters of enterprises have rolled back AI agents
May 27, 2026 -
Intuit customers spending more as it improves experiences across brands
May 22, 2026 -
What customers consider when using AI to shop
May 21, 2026 -
Fintechs are courting customers away from legacy retail banks
May 18, 2026 -
Shutterstock agrees to pay $35M for subscription practices
May 15, 2026 -
How 8 brands revamped their loyalty program strategies
May 15, 2026
