Kristen Doerer
EditorKristen Doerer is the 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.
161 articles by Kristen Doerer
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FTC cracks down on subscription traps
Sept. 12, 2024 -
Customers are growing more comfortable with AI customer service
Sept. 10, 2024 -
4 airlines face federal probe over loyalty program practices
Sept. 6, 2024 -
Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls
Sept. 5, 2024 -
Search drives customers to brands, reviews maintain trust
Sept. 4, 2024 -
Birkenstock program members spend 25% more than other consumers
Sept. 4, 2024 -
Business satisfaction with AI, automation solutions and services languishes
Aug. 30, 2024 -
CX pays. Just look at the stock market.
Aug. 28, 2024 -
Credit card holders want simple cash-back rewards, study finds
Aug. 27, 2024 -
How the federal government became a CX champion
Aug. 26, 2024 -
FTC raised stakes for fake reviews, but CX leaders have a role to play
Aug. 23, 2024 -
What the FTC’s fake reviews rule means for CX
Aug. 22, 2024 -
Amid gloomy outlook, Estée Lauder looks to offer high-touch digital CX
Aug. 20, 2024 -
Walgreens taps retail and CX leaders amid turnaround effort
Aug. 19, 2024 -
Customer satisfaction dips, deviating from years of growth, ACSI found
Aug. 19, 2024 -
Beyond cookies: Examples of how CX leaders are collecting customer data
Aug. 16, 2024 -
FTC finalizes rule to prohibit sale or purchase of fake reviews
Aug. 14, 2024 -
Where CX leaders should spend their budgets
Aug. 14, 2024 -
Time is money, and the Biden-Harris administration wants to help consumers save both
Aug. 12, 2024 -
Where CX teams are investing their budgets
Aug. 12, 2024 -
Why CX leaders struggle to demonstrate ROI and what to do about it
Aug. 9, 2024 -
The biggest challenge of AI? Bringing along wary customers
Aug. 9, 2024 -
To boost Olympics engagement, the IOC turned to a customer data platform
Aug. 8, 2024 -
Wendy’s is ‘confident’ experience improvements will drive loyalty — and growth
Aug. 5, 2024 -
How politically motivated review bombing can harm customer journeys
Aug. 2, 2024