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.
102 articles by Kristen Doerer
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Southwest adds loyalty member benefits, expands point-spending flexibility
May 8, 2024 -
Ford invests in dealer education to improve customer experience
May 3, 2024 -
Airline staffing and customer satisfaction reach new highs. It’s no coincidence.
May 2, 2024 -
FCC fines 4 major wireless carriers $200M for selling customer location data
April 30, 2024 -
IRS’ Direct File pilot earns high user satisfaction
April 29, 2024 -
Ally Financial credits CX for high customer retention rates
April 26, 2024 -
How frictionless experiences can grow loyalty
April 24, 2024 -
Walmart removes self-checkout from select stores
April 23, 2024 -
United grows NPS despite hit from Boeing groundings
April 18, 2024 -
DOT, state attorneys general to clamp down on ‘deceptive’ airline practices
April 17, 2024 -
Health insurance is missing the mark on digital CX
April 17, 2024 -
Why dynamic pricing sours restaurant dining experiences
April 16, 2024 -
Does United have a customer trust problem?
April 15, 2024 -
Southwest misses 2023 customer satisfaction target
April 10, 2024 -
Fintech adoption lags, but loyalty programs could help
April 10, 2024 -
Conversational support grows as AI improves the chatbot experience
April 9, 2024 -
Customers don’t trust businesses with their data
April 8, 2024 -
CX leaders struggle to link metrics to business objectives
April 4, 2024 -
Customer trust in banks sees significant drop, JD Power finds
April 2, 2024 -
Delta raises bag fees as air carriers push rising industry costs to consumers
April 1, 2024 -
Digital engagement fell as retail customers moved to mobile, study finds
March 29, 2024 -
Good CX beats out price for customer loyalty, survey finds
March 28, 2024 -
Inside CVS Health’s push to transform customer experience
March 27, 2024 -
Department of Transportation to review privacy practices of US airlines
March 25, 2024 -
Consumers are satisfied with banks, American Bankers Association survey finds
March 22, 2024