Kristen Doerer
Senior Editor | LinkedInKristen Doerer is the senior editor of CX Dive, which she helped launch in 2023. She covers consumer behavior and businesses’ customer experience and loyalty strategies in the financial services, airline and retail sectors. Doerer is a 2026 Azbee award winner for her case study of Southwest Airlines. In journalism for over a decade, her reporting has appeared in PBS NewsHour, The Guardian and ProPublica, among others, and her work has been cited in such outlets as The New York Times and Politico. You can contact her at [email protected] or on LinkedIn.
473 articles by Kristen Doerer
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Social platforms draw consumers in, but conversions falter
July 17, 2026 -
United Airlines CEO: ‘Brand loyalty wins’
July 16, 2026 -
Consumer spending is strong, but sentiment is low. What does that mean for CX?
July 15, 2026 -
Bank of America’s chatbot Erica continues to amplify digital engagement
July 14, 2026 -
Contacting customer service is the last thing customers want to do
July 14, 2026 -
In customer service, third-party generative AI tools are beating brand chatbots
July 10, 2026 -
As AI’s role expands, the customer service labor market contracts
July 8, 2026 -
Loyalty programs are powerful drivers of repeat visits amid economic uncertainty
July 8, 2026 -
Behind the disconnect: how CX leaders view AI projects and results
July 6, 2026 -
For luxury, the in-store experience still reigns
July 1, 2026 -
Travelers are game for AI discovery but want to keep agency
June 26, 2026 -
Brands that amplify customer experience are 2.5x more likely to grow market share
June 25, 2026 -
3 numbers on the cost of AI failures
June 23, 2026 -
What Navy Federal Credit Union found in its synthetic data pilot
June 23, 2026 -
What CX teams need to know about synthetic data
June 18, 2026 -
What brands provide the best overall experience?
June 15, 2026 -
Consumers are worried about a recession. How should brands respond?
June 12, 2026 -
The World Cup scores companies new subscribers. Retaining them is another problem entirely.
June 12, 2026 -
3 customer service roles made possible by AI
June 10, 2026 -
Don’t confuse loyalty program engagement for lasting allegiance
June 8, 2026 -
Where Priceline wants to take travel booking with agentic AI
June 5, 2026 -
Verizon CEO: AI will take over ‘a large percentage’ of customer service
June 5, 2026 -
What’s going on with the contact center workforce?
June 5, 2026 -
Half of current customer service jobs will be lost to AI by 2030, Forrester predicts
June 3, 2026 -
Regulars keep restaurants afloat as overall experience keeps diners coming back
June 2, 2026
