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.
294 articles by Kristen Doerer
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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 -
Lowe’s looks to pro loyalty program to drive higher spend
May 22, 2025 -
Klarna credits AI for slashing customer service costs
May 21, 2025 -
Why customer service shouldn’t be ‘a deflection mechanism’
May 20, 2025 -
Customer satisfaction levels out as experts await tariff impacts
May 19, 2025 -
How to maintain customer relationships as economic anxiety persists
May 15, 2025 -
FTC delays enforcement of ‘click-to-cancel’ rule
May 13, 2025 -
People skills drive experience wins for Southwest, JetBlue, research finds
May 12, 2025