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.
260 articles by Kristen Doerer
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JetBlue names VPs of airport experience and loyalty
April 18, 2025 -
United CEO shares strategic vision to build loyalty and boost revenue
April 17, 2025 -
American Airlines looks to enhance in-flight experience with complimentary Wi-Fi
April 16, 2025 -
JPMorgan Chase, Wells Fargo: US consumers remain resilient
April 14, 2025 -
Amazon CEO: Generative AI will ‘reinvent virtually every customer experience’
April 10, 2025 -
Delta says premium and loyalty provide resilience as the economy quakes
April 10, 2025 -
Tariffs alarm consumers. Can CX help companies maintain loyalty?
April 8, 2025 -
5 CX experts on how leaders can tackle tariff challenges
April 4, 2025 -
Customers are turning to social media for support inquiries
April 4, 2025 -
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