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.
413 articles by Kristen Doerer
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How Abercrombie & Fitch uses geofencing for customer feedback
April 2, 2026 -
Bank customers, while embracing AI, call for human customer support
March 31, 2026 -
Chewy’s customer care AI tools reduce handle times, lower costs
March 27, 2026 -
Booking.com points to human support as its ‘differentiator’
March 27, 2026 -
Why TruGreen’s CFO champions customer experience
March 25, 2026 -
Why REI treats CX as a critical business function
March 24, 2026 -
3 CX priorities leaders are focused on this year
March 23, 2026 -
How Kaiser and Dell Technologies approach data analytics for customer experience
March 19, 2026 -
E-commerce retailers plan hefty investments in agentic commerce, study finds
March 16, 2026 -
Petco to relaunch loyalty program later this year
March 13, 2026 -
Frictionless payments encourage consumers to purchase more — and overspend
March 12, 2026 -
Hilton launches generative AI agent to help customers plan trips
March 10, 2026 -
How agentic AI is shifting the digital shopping landscape
March 6, 2026 -
Financially squeezed consumers forego brand loyalty in search of value
March 5, 2026 -
Southwest continues ‘refining’ assigned seating
March 3, 2026 -
Gartner challenges assumption that AI will be cheaper than human support
March 2, 2026 -
The No.1 barrier to exceptional service, according to employees? Staffing.
Feb. 27, 2026 -
United Airlines changes loyalty program with ‘carrot, stick’ approach
Feb. 25, 2026 -
AI isn’t replacing that many jobs — yet
Feb. 24, 2026 -
Klarna pursues ‘Uber’ style customer service model
Feb. 20, 2026 -
Bank of America rolls out tiered, no-fee rewards program
Feb. 18, 2026 -
Stagnating US customer satisfaction is a ‘warning sign’
Feb. 18, 2026 -
Lyft CEO: ‘Customer obsession is what drives our profitable growth’
Feb. 13, 2026 -
This Valentine’s Day, look at your brand’s red flags and green flags
Feb. 13, 2026 -
A guide to implementing AI in customer experience
Feb. 12, 2026
