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.
221 articles by Kristen Doerer
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Bank of America credits CX, digital capabilities for account growth
Jan. 17, 2025 -
Wells Fargo eyes customer engagement initiatives, growth
Jan. 17, 2025 -
AI acceptance grows among holiday shoppers, survey finds
Jan. 16, 2025 -
Starbucks reverses open-door policy as it pursues coffeehouse environment
Jan. 14, 2025 -
Sonos CEO out as company cleans up botched app release
Jan. 13, 2025 -
Delta touts loyalty program, premium services in revenue gains
Jan. 10, 2025 -
How cyber incidents impact consumer trust
Jan. 10, 2025 -
Biden signs into law Government Service Delivery Improvement Act
Jan. 8, 2025 -
5 customer experience trends to watch in 2025
Jan. 8, 2025 -
Delta Air Lines delivers on punctuality, report finds
Jan. 2, 2025 -
What Amazon is doing to fight fake reviews
Dec. 19, 2024 -
TD Bank names US leader of consumer solutions, services
Dec. 18, 2024 -
5 customer experience predictions for 2025
Dec. 17, 2024 -
Macy touts NPS gains in mixed earnings report
Dec. 13, 2024 -
Slow website? It’ll cost you.
Dec. 11, 2024 -
Why wait times and first call resolution are key to customer loyalty
Dec. 10, 2024 -
DOT proposal would make airlines pay customers for canceled flights
Dec. 9, 2024 -
Senators press airline executives over ‘junk fees’
Dec. 6, 2024 -
Frontier adds first-class seats, bucking low-cost reputation
Dec. 4, 2024 -
USAA tops KPMG’s list for best customer experience
Dec. 4, 2024 -
FTC questions Uber’s subscription practices
Dec. 2, 2024 -
5 ways retailers can boost customer experience this holiday season
Nov. 27, 2024 -
SiriusXM ran afoul of federal statute with cancellation policy, judge rules
Nov. 25, 2024 -
Citizens upgrades digital experience to ‘make banking quick and convenient’
Nov. 22, 2024 -
US customer satisfaction climbs to new heights from pandemic low
Nov. 22, 2024