Kristen Doerer
Senior EditorKristen Doerer is the senior 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.
301 articles by Kristen Doerer
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‘Click to cancel’ is canceled. What should CX leaders do now?
July 14, 2025 -
How consumers are responding to tariffs — and what CX leaders can do about it
July 10, 2025 -
Nature’s Path names first-ever chief customer officer
July 8, 2025 -
Stores remain dominant, even as digital, AI shopping grows
July 8, 2025 -
C-suite leaders have a vision for where generative AI fits in CX
July 7, 2025 -
What makes for a good loyalty program?
July 2, 2025 -
American Airlines CIO on redefining CX with tech
July 1, 2025 -
Customer satisfaction with bank, credit card digital experience is ‘plateauing’
June 25, 2025 -
For travel loyalty program success, customers want lower costs, discounts
June 23, 2025 -
Millennials drive rising expectations for digital banking
June 23, 2025 -
Trust in AI is growing in finance, especially behind the scenes
June 20, 2025 -
Why RCS is gaining traction among business and consumers alike
June 16, 2025 -
Wayfair owes customer service employees wages, suit alleges
June 12, 2025 -
Chewy’s customer spend rises as subscriptions drives sales
June 12, 2025 -
As American Airlines puts renewed focus on CX, its advisory board takes center stage
June 10, 2025 -
Petco improves service offerings, plans membership program relaunch
June 6, 2025 -
Advice emerges as a key aspect of bank customers’ experience
June 6, 2025 -
Data security is a CX issue, too
June 4, 2025 -
Personalization pays — except when it doesn’t
June 4, 2025 -
Costco calls scan-and-go pilot ‘extremely successful’
June 3, 2025 -
Gap’s experience enhancements push NPS higher at Old Navy
June 2, 2025 -
Business leaders expect agentic AI to take over customer service
May 30, 2025 -
How emotional attachment can boost brand advocacy and retention
May 29, 2025 -
Intuit leans into AI to improve taxpayer experience, boost revenue
May 28, 2025 -
When it comes to premium experiences, customers will pay up
May 27, 2025