Kristen Doerer
EditorKristen Doerer is the editor of Qcmpt and helped launch the publication in 2023. Prior to joining Qcmpt, 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.
123 articles by Kristen Doerer
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Citi tops list of bank customer satisfaction for financial advice
June 28, 2024 -
Customers want rewards and exclusive perks from loyalty programs, survey finds
June 27, 2024 -
Customer experience scores plummet to record lows, Forrester finds
June 26, 2024 -
Brooks turns shoe finding into zero-party data
June 24, 2024 -
Foot Locker simplifies loyalty program, adds cash back
June 24, 2024 -
How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’
June 21, 2024 -
Bath & Body Works loyalty members drove 80% of US sales
June 7, 2024 -
Microsoft enters contact center market with generative AI assistant
June 5, 2024 -
CFPB creates ‘corporate repeat offenders’ registry to track consumer law violations
June 4, 2024 -
Salesforce earnings disappoint, but CX use cases are a bright spot
May 31, 2024 -
American Airlines chief commercial officer to depart
May 30, 2024 -
Airline CX shines over Memorial Day weekend despite record air travel
May 29, 2024 -
Southwest allows Google Flights to display fares
May 28, 2024 -
Airlines’ secret for good CX during record summer travel? Staffing.
May 23, 2024 -
Chase Bank reports record customer satisfaction across channels
May 23, 2024 -
Spirit, Frontier eliminate change fees to compete with legacy carriers
May 21, 2024 -
Walmart’s focus on price, shopping experience is resonating with customers
May 20, 2024 -
Are organizations providing accessible digital experiences?
May 16, 2024 -
Nonbanking financial institutions must notify FTC of breach under now-live amended rule
May 16, 2024 -
Airlines sue to block DOT ‘junk fees’ rule
May 14, 2024 -
Southwest, Delta lead among airlines for customer satisfaction
May 9, 2024 -
Southwest adds loyalty member benefits, expands point-spending flexibility
May 8, 2024 -
Ford invests in dealer education to improve customer experience
May 3, 2024 -
Airline staffing and customer satisfaction reach new highs. It’s no coincidence.
May 2, 2024 -
FCC fines 4 major wireless carriers $200M for selling customer location data
April 30, 2024