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.
521 articles by Kristen Doerer
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Airbnb reduces customer support cost per booking 17%
Nov. 10, 2026 -
Fake, deceptive reviews are altering shopping journeys
Nov. 9, 2026 -
Duolingo CEO on ‘how to monetize without degrading the free user experience’
Nov. 5, 2026 -
Frontier grows loyalty program revenue 37%
Oct. 28, 2026 -
JetBlue’s first class meets pent-up demand for premium experiences
Oct. 28, 2026 -
Southwest sets its sights on improving loyalty revenue
Oct. 22, 2026 -
United’s loyalty strategy leans on Starlink
Oct. 21, 2026 -
What JetBlue first-class fares say about airlines’ premium push
Oct. 20, 2026 -
Southwest overhauls loyalty program, adds premium tier
Oct. 16, 2026 -
Delta overhauls its most luxurious flight experience
Oct. 15, 2026 -
Delta’s loyalty and premium push continues to pay off
Oct. 9, 2026 -
Why Gen Z, millennials are most satisfied with online banks, fintechs
Oct. 8, 2026 -
Expedia adds slew of loyalty perks including lounge access for flight delays
Oct. 7, 2026 -
Top customer experience events to attend in 2027
Oct. 6, 2026 -
Alaska Air will let loyalty members decide how their points accrue
Sept. 29, 2026 -
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
