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.
251 articles by Kristen Doerer
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AI regulation is ‘inevitable.’ Are CX leaders ready?
April 3, 2025 -
Retailers fight customer churn with loyalty programs
March 31, 2025 -
Customer service quality drops as businesses look to cut costs
March 31, 2025 -
Banks offer more customer support, boosting satisfaction
March 28, 2025 -
As inflation looms, brands have to work harder for loyalty
March 26, 2025 -
Frontier Airlines makes a play for customers upset by Southwest’s bag policy
March 20, 2025 -
Can Southwest make investors and its most loyal customers happy?
March 19, 2025 -
Global trust in digital services falls as consumer data privacy concerns grow
March 18, 2025 -
Bank credit card experiences fall short, risking loyalty
March 14, 2025 -
Stitch Fix credits CX improvements for better-than-expected earnings
March 13, 2025 -
Southwest ditches two free checked bags policy
March 11, 2025 -
Top airports create environment ‘where passengers feel valued’
March 11, 2025 -
Gross bathroom? It can cost your customer experience
March 10, 2025 -
Tariffs are spooking consumers
March 7, 2025 -
Consumers say it’s harder to interact with businesses
March 5, 2025 -
Bank of America’s consistently convenient experiences boost digital engagement
Feb. 28, 2025 -
Employee detachment grows, threatening customer satisfaction
Feb. 25, 2025 -
Most bank customers believe experience is as important as products, survey finds
Feb. 19, 2025 -
Frontier says its premium offerings are driving revenue growth
Feb. 12, 2025 -
The CFPB’s future is in question. What does that mean for consumers?
Feb. 12, 2025 -
Lyft deploys Anthropic’s generative AI in customer service
Feb. 6, 2025 -
Calling a customer? Brands can now display ‘reason for call’
Feb. 6, 2025 -
Securing budgets rises on list of challenges facing CX leaders
Feb. 4, 2025 -
The customer experience outlook for 2025
Jan. 31, 2025 -
Southwest customer experience changes improved revenue, CEO says
Jan. 30, 2025