23 articles by Kristen Doerer

• Most leaders think they offer great experiences, but customers beg to differ

  Dec. 8, 2023

• Qualtrics partners with Epic to improve patient experience

  Dec. 7, 2023

• CX leaders are moving up the C-suite hierarchy

  Dec. 6, 2023

• Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

  Dec. 5, 2023

• More customer success leaders are reporting to the CEO, report finds

  Dec. 4, 2023

• Salesforce boasts it is the ‘No. 1 AI CRM’

  Dec. 1, 2023

• Amazon connects generative AI to the contact center

  Nov. 30, 2023

• Airline CX fared ‘exceptionally well’ during Thanksgiving rush

  Nov. 28, 2023

• 5 experts on how airlines can maintain good CX during the Thanksgiving rush

  Nov. 22, 2023

• Consumers’ top online shopping pet peeves

  Nov. 21, 2023

• What’s top of mind for NY’s first CXO

  Nov. 20, 2023

• The top customer experience conferences to attend in 2024

  Nov. 17, 2023

• LA Metro tries to woo riders with CX improvements

  Nov. 15, 2023

• Coalition pushes to ‘stop fake reviews’ as they proliferate

  Nov. 15, 2023

• H&R Block vows to make tax filing easier in bid to acquire customers

  Nov. 14, 2023

• Want good customer experience? Improve your employee experience.

  Nov. 13, 2023

• Warby Parker invests in tech for holistic customer experience

  Nov. 9, 2023

• Prudential Financial leans on tech partnerships in a bid to improve customer service

  Nov. 9, 2023

• Generative AI finds a tentative home in customer service

  Nov. 8, 2023

• 6 CX trends to boost ROI and retain customers

  Nov. 6, 2023

• FedEx to integrate customer platforms, expand European rewards program

  Oct. 30, 2023

• Half of largest global firms will report CX metrics, Forrester predicts

  Oct. 25, 2023

• Brand loyalty slides as consumers ask for more

  Oct. 23, 2023