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.
438 articles by Kristen Doerer
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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 -
JetBlue touts loyalty gains as it takes a hit from fuel prices
April 28, 2026 -
Southwest customers still love the airline, CEO says
April 28, 2026 -
American Airlines boosts loyalty enrollments 25%
April 23, 2026 -
United CEO: Customer devotion offsets qualms about rising costs
April 23, 2026 -
Alaska Air relies on loyalty, premium to weather jet fuel prices
April 21, 2026 -
Why Warby Parker’s CEO zeroes in on NPS
April 21, 2026 -
JetBlue CEO: ‘Humanity has become the new luxury’
April 17, 2026 -
Southwest to strengthen loyalty program, digital experience with fresh leadership
April 16, 2026 -
How Pacsun co-creates with its customers
April 16, 2026 -
Companies with best-in-class CX outperform the S&P 500
April 15, 2026 -
Consumer sentiment crashed this month. What does it mean for CX leaders?
April 14, 2026 -
How Lyft enlists customers, drivers to help tackle their pain points
April 13, 2026 -
As airlines capitalize on premium customers, they plan for more tiers
April 9, 2026 -
Delta CEO: Premium customers ‘immune’ to disruption
April 9, 2026 -
Economic challenges influence customer satisfaction with banks
April 8, 2026 -
How T-Mobile shifted its mentality around behavioral data
April 7, 2026 -
CX quality marginally improved globally last year, KPMG finds
April 6, 2026
