
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.
23 articles by Kristen Doerer
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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