Kristen Doerer
Senior Editor | LinkedInKristen Doerer is the senior editor of CX Dive, which she helped launch in 2023. She covers consumer behavior and businesses’ customer experience and loyalty strategies in the financial services, airline and retail sectors. Doerer is a 2026 Azbee award winner for her case study of Southwest Airlines. In journalism for over a decade, her reporting has appeared in PBS NewsHour, The Guardian and ProPublica, among others, and her work has been cited in such outlets as The New York Times and Politico. You can contact her at [email protected] or on LinkedIn.
455 articles by Kristen Doerer
-
Don’t confuse loyalty program engagement for lasting allegiance
June 8, 2026 -
Where Priceline wants to take travel booking with agentic AI
June 5, 2026 -
Verizon CEO: AI will take over ‘a large percentage’ of customer service
June 5, 2026 -
What’s going on with the contact center workforce?
June 5, 2026 -
How better training keeps contact center agents from quitting
June 4, 2026 -
Half of current customer service jobs will be lost to AI by 2030, Forrester predicts
June 3, 2026 -
Regulars keep restaurants afloat as overall experience keeps diners coming back
June 2, 2026 -
The FCC wants to onshore contact centers: How 7 organizations respond
June 1, 2026 -
How Target is putting CX front and center
May 29, 2026 -
Target’s latest CX strategy: evaluating employees on customer engagement
May 27, 2026 -
Why three-quarters of enterprises have rolled back AI agents
May 27, 2026 -
Intuit customers spending more as it improves experiences across brands
May 22, 2026 -
What customers consider when using AI to shop
May 21, 2026 -
Fintechs are courting customers away from legacy retail banks
May 18, 2026 -
Shutterstock agrees to pay $35M for subscription practices
May 15, 2026 -
How 8 brands revamped their loyalty program strategies
May 15, 2026 -
Customer satisfaction with US business stagnates, despite billions invested: ACSI
May 14, 2026 -
Expedia taps AI to enhance customer support, acquire new customers
May 12, 2026 -
Airbnb’s AI assistant resolves 40% of customer inquiries
May 8, 2026 -
How Chime overcame trust challenges when deploying its AI agent
May 8, 2026 -
Uber expands into hotel reservations to build engagement, loyalty
May 6, 2026 -
Duolingo improves free user experience to drive word of mouth referrals
May 6, 2026 -
As AI proliferates, contact centers pursue workforce redesign over mass layoffs
May 5, 2026 -
Taco Bell grows loyalty and digital sales
May 1, 2026 -
T-Mobile boasts of ‘industry-leading’ NPS score
April 30, 2026
