Kustomer

The cost was never a missing feature. It was waiting. Every half second a rep spends hunting for the right screen is a half second they're not with the customer. So we rebuilt Kustomer's agent workspace from the ground up. The result: app and timeline load times are ~80% faster. Insights, Signals, Copilot, and Tasks now live in one panel beside the conversation. AI surfaced where the work happens, not off to the side. Across a full shift, that gives reps back 15–30 minutes. More importantly, it removes the micro-interruptions that break focus on the conversations that actually need a human. It's the same platform. Same permissions. Same data. Available to every customer, on every tier, no AI subscription required. Our own support team has been living in it since May. Early Access customers are already seeing daily case volume up and average handle time down. The customer never sees the workspace. They feel whether their rep was fully present in it. Take the tour: https://okt.to/qiejyp

AI can make CX faster. Humans make it meaningful. ✨ Today we're announcing the inaugural class of the Humans of CX Awards, 30 leaders from brands like Everlane, Vuori, Fanatics , Grafana Labs , and Justworks who are proving something important: the best CX teams right now aren't simply trading people for automation. They're arming their people with it. As Andrew Jobson, Global Head of Customer Service at HexClad, put it: "AI handles the volume so humans can handle the trust." We believe that same principle should show up in the tools these teams use every day. So alongside this year's honorees, we're rolling out a refresh to our own agent workspace: pages that used to load in 2-3 seconds now render in under one second, handing reps back 15-30 minutes every shift. Real time, back in the hands of the humans who use it to do the work AI can't: build trust. 30 leaders raising the bar for CX. One platform built to keep pace with them. Who's on your list of CX leaders getting this balance right? Nominations for our December class are open now.

Most CX teams can prove they're efficient. Very few can prove they're protecting revenue. Deflection rate, handle time, cost per contact: none of them tell you what happened to the customer after the conversation ended. Whether they came back. Whether they churned. Whether a "resolved" ticket quietly turned into a lost account. Our Co-Founder and CEO, Brad Birnbaum, breaks down the three metrics that actually connect CX to the business: → Retention influenced by support interactions → Revenue protected through CX intervention → Lifetime value correlated to resolution quality None of these require new data. Most companies already have it. What's missing is the infrastructure to connect support interactions to what customers do next. It's also the argument that gets CX teams unstuck with finance. CFOs don't respond to lower handle times. They respond to retention economics and churn attribution. Read the full piece on Entrepreneur Media: https://okt.to/8T6Ps3

Ever wondered what the ROI of Kustomer could be for your company? Well, now you can find out. We launched an ROI calculator to help you see the impact leveraging Kustomer, an AI-native CX platform, can have on your organization. Built on customer results, using the same criteria we use to determine our pricing, so your ROI is real, not just something pulled out of thin air. Check it out for yourself 👇

67% of contact centers use some form of AI, but only 7% of CX leaders say they're effective at meeting their AI objectives. That gap is the whole story right now — the investment happened, the impact hasn't caught up. What separates the 7% usually isn't a flashier model. It's whether the AI is grounded in real customer context and pointed at an actual outcome, not just deflection. That's exactly what Execs In The Know is digging into on July 23: "From Investment to Impact — Rapid-Fire AI Use Cases for Customer Experience." Real deployments, real metrics, what actually delivered. Jillian Zatta is on the panel, and if you want someone who can tell the difference between an AI use case that demos well and one that holds up in production, she's spent years watching that play out up close. It's built for end-user CX leaders, so worth the 90 minutes if you're past the pilot stage. RSVP now:

At Kustomer, we don't have an "AI team" — we're all an AI team. Our PM Amisha Sharma broke down what that actually looks like day to day: shipping agent-facing and customer-facing features that CX teams use immediately, then getting immediate feedback on whether they actually work. No academic AI projects here. Just tools that have to earn their place in a support rep's daily workflow. Read more from Amisha and other AI leaders on how teams are turning emerging tech into real products. Link in the comments.

Starting a VoC program from scratch? Victoria Rose Weiss Senior Director, CX at Smalls, says the first move has nothing to do with customers. Instead, it starts with understanding what other teams across the business are trying to accomplish, both in the immediate term and long term. Once you know their goals, CX can position itself as a resource: helping validate a hunch, spot a trend, or flag when a gut feeling might lead the team down the wrong path. That positioning is what turns CX from a support function into a team other leaders actively want to loop in. Tune into the full episode to hear Victoria's full approach to standing up VoC from day one.

Just in: we're on Built In's list of 16 CRM companies to know! We're honored to be among some of the top tools organizations use to power their operations. Check out the list here: https://okt.to/Nd4YZg

Kustomer processes millions of conversations and objects every single day. That volume creates real engineering problems. So how do engineers at Kustomer solve them? Tray Cooper has been in the middle of it: proper indexing so services don't collide, distributed systems that scale but introduce their own chaos, logging good enough to trace a bug across a system this size, and knowing when infrastructure needs to get ahead of growth instead of catching up to it. This is the kind of scale problem you don't get to work on everywhere. We're hiring engineers who want to. Explore open roles - link in the comments.