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.
208 articles by Kristen Doerer
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Macy touts NPS gains in mixed earnings report
Dec. 13, 2024 -
Slow website? It’ll cost you.
Dec. 11, 2024 -
Why wait times and first call resolution are key to customer loyalty
Dec. 10, 2024 -
DOT proposal would make airlines pay customers for canceled flights
Dec. 9, 2024 -
Senators press airline executives over ‘junk fees’
Dec. 6, 2024 -
Frontier adds first-class seats, bucking low-cost reputation
Dec. 4, 2024 -
USAA tops KPMG’s list for best customer experience
Dec. 4, 2024 -
FTC questions Uber’s subscription practices
Dec. 2, 2024 -
5 ways retailers can boost customer experience this holiday season
Nov. 27, 2024 -
SiriusXM ran afoul of federal statute with cancellation policy, judge rules
Nov. 25, 2024 -
Citizens upgrades digital experience to ‘make banking quick and convenient’
Nov. 22, 2024 -
US customer satisfaction climbs to new heights from pandemic low
Nov. 22, 2024 -
Brick-and-mortar holiday shopping still reigns, but customers look online for ideas
Nov. 20, 2024 -
How to maintain customer trust while deploying AI
Nov. 19, 2024 -
Spirit Airlines reassures customers as it files for bankruptcy
Nov. 18, 2024 -
Alaska Airlines names digital, guest experience leaders
Nov. 14, 2024 -
What CX experts are watching in Trump’s second term
Nov. 14, 2024 -
Satisfaction with federal government services climbs to 7-year high
Nov. 13, 2024 -
Airbnb credits app upgrades, supply quality for bookings and NPS growth
Nov. 11, 2024 -
FTC orders Sitejabber to stop misleading customers with reviews
Nov. 7, 2024 -
‘Sufficient but unspectacular’: How banks can improve their mobile app experience
Nov. 6, 2024 -
What’s the future of consumer protections under the next president?
Nov. 5, 2024 -
As Election Day approaches, what’s the future of federal CX?
Oct. 31, 2024 -
How DOT’s cash refunds for canceled flight rule could build customer trust
Oct. 29, 2024 -
FCC opens review of customer service practices of cable, phone companies
Oct. 25, 2024