Ultimate CX resource hub

Starting a Revolution: The Launch of the Customer Service Secrets Podcast

This isn’t just another podcast, it’s a podcast focused on customer service secrets. Customer service is broken and you and I both…

Feb 21, 2020→

Benchmarks: What We’re Seeing For Average Handle Time and First Resolution Time in Q2 & Q3 2020

First Resolution Time & Average Handle Time are some of the most impactful metrics for your team’s performance. See how you stack …

Sep 09, 2020→

Digital Customer Service: What It Is and Why It Matters

Digital customer service can be beneficial to a company by improving customer experience. Read our blog for tips on delivering opt…

Oct 01, 2021→

"Fear Not" AI - Barbara Corcoran

Barbara Corcoran posted on LinkedIn discussing whether real estate brokers will be replaced by AI. We dig into why humans are stil…

Oct 16, 2024→

£41 billion in lost revenue from poor customer experiences

Oct 30, 2024→

10 Customer Service Podcasts to Add to Your Rotation

Tune in to turn up your customer service. These ten customer service podcasts will help elevate your brand’s customer service expe…

Nov 01, 2021→

2024 AI & Customer Service Index

The 2024 AI Agent & Customer Service Index offers a detailed look at how AI is transforming customer service and what consumers ex…

Sep 05, 2024→

4 Ways to Relieve Agent Friction with Customer Service Management

Your customers demand a seamless experience with your brand — give it to them or risk losing their business. Learn how in our 4-st…

Jul 25, 2023→

4 Elements of E-Commerce Customer Service: Tips to Improve Customer Experience

If you want to improve your e-commerce customer experience, check out these 4 important tips to incorporate into your e-commerce c…

Sep 12, 2022→

5 AI/CX Virtual Summit Voices Shaping the Future of Customer Experience

Explore the future of customer experience at the AI/CX Virtual Summit, where five experts, including Shashank Singh and Jess Cerve…

Nov 30, 2023→

5 Examples of Proactive Support You Can Follow

To keep customers happy, companies need to employ a proactive customer support strategy to stay ahead of issues. Reactive customer…

Jun 30, 2022→

5 Ways to Add Convenience to the Customer Experience

In a world of evolving customer expectations, these five tips for a convenient customer experience will improve satisfaction and a…

Aug 15, 2022→

6 Paradoxes of AI-Enabled Customer Service

AI enabled customer service brings about paradoxes and businesses need to choose whether to balance trade offs or go all in.

Oct 09, 2024→

6 Personalized Customer Service Examples

Leverage customer data and growing technology to enhance your personalized customer service experience.

Apr 14, 2022→

7 Chat Etiquette Tips for Best-in-Class Customer Service

Uncover what chat etiquette is and why it’s important. Discover our top seven chat etiquette tips for developing best-in-class cus…

Jun 13, 2022→

7 Tips for Agent Self-Care & Avoiding Burnout in Customer Service

Customer support can be a selfless and unforgiving job, and if you forget to practice agent self-care, burnout in customer service…

Aug 10, 2023→

71% find calling customer support as stressful as the problem

Getting prepared for Black Friday and Cyber Monday 2024, covering improvements in consumer satisfaction, and customer woes about c…

Nov 27, 2024→

A Day In The Life Of A Gen Z Service Agent: Why AI Is Causing A Customer Service Revolution

Discover the transformative role of AI in the customer service revolution led by Gen Z service agents. Learn how AI can streamline…

Jul 06, 2023→

Achieving a 360-Degree Customer View Isn’t as Tough as You Think

One of the top five areas for CX improvement is obtaining a 360-degree customer view. Learn more on how this is accessible with th…

Dec 19, 2022→

AI Agents Are Taking Over CX, Are You Ready?

We’re witnessing a rapid shift toward AI in customer service, and the past few weeks have been nothing short of monumental.

Oct 02, 2024→

AI: Upleveling Hospitality and Tech Support in Different Ways

Covering a study about AI in hospitality and recommendations to use AI for employee engagement and empowerment

Oct 16, 2024→

Aligning AI With Customer Expectations

Ever felt like the latest AI features are being promoted everywhere, but you still struggle to see real results? You’re not alone.

Aug 08, 2024→

The pandemic amplified the need for speed in customer service. According to Kustomer’s research, 85% of consumers expect customer service to be faster, and 90% expect it to be easier. According to Forrester, 69% of consumers say they shop more with businesses whose online and offline customer service is consistent. This means that brands must find fast, efficient, and scalable ways to deliver personalized support that mirrors in-store support experiences, while minimizing costs associated with overhead. This is where chatbots come into play. Customer-centric brands use chatbots to deliver instant resolution to frequently asked questions, eliminating wait times and boosting customer satisfaction. Chatbots can gather useful information upfront before connecting the customer with an agent, freeing up agents’ time to focus their energy on building customer relationships, not searching for information. Introducing New Features for Conversational Assistant At Kustomer, we help brands offer intuitive, conversational chatbot experiences that transform customer service from a cost-center into a revenue generator. We’re excited to share the new features we’ve built to to help you leverage Conversational Assistant, Kustomer’s CRM-powered chatbots, to maximize efficiency and automation: A new Standard Report for Conversational Assistant Ability to use Conversational Assistant across WhatsApp and SMS channels A brand new Rules engine that triggers the most relevant Assistant for a conversation based on customer attributes and session data Ability to engage website visitors by proactively popping up the Conversational Assistant’s initial message These features enable a more tailored experience for the customer starting a conversation, by triggering the most relevant Conversational Assistant based on what we know about that customer. We are combining the ability to launch specific Assistants with specific dialogs — main building blocks of Assistants — within those Assistants and proactively engage users in a very simple, no-code required experience. At the same time, the new Assistant Standard Report will help businesses monitor how the new features help improve and shape their processes, by offering a comprehensive overview of the Assistants’ performance and allowing brands to drill down on each metric for more details. SMS & WhatsApp Assistant We now support two new key channels for Conversational Assistant, SMS and WhatsApp, enabling businesses to automate even more inquiries and create a more seamless routing and agent handover experience. Steps for building SMS and WhatsApp Assistants are exactly the same as those for Kustomer Chat: 1) Create a draft 2) Add a dialog 3) Add interactions. However, we are limiting the interactions that don’t have the proper visual elements on WhatsApp or SMS, such as Buttons, sliders, or images, that will not render in that channel. Knowing this, it’s important to create experiences that work for each channel and keep in mind how the interactions and experience will be perceived by end users in each channel. Just like with Kustomer Chat, brands can leverage SMS and WhatsApp Assistants to automate end-to-end service interactions by connecting to and triggering actions in third party systems. SMS and WhatsApp Assistants can also deliver quick resolution by delegating time-consuming workflows to chatbots and seamlessly escalating high-touch conversations to agents. Assistant Rules & Proactive Chat In order to provide a more tailored experience for the customer, we introduced a Rules engine, similar to Business Rules, where admins can create and stack rank rules that determine which Assistant and starting dialog should be used in a conversation based on the audience specified in the Rule. For example, you can create Rules to start an Assistant with a different starting dialog, based on whether the customer is logged in or anonymously browsing your site. For chat conversations, we are also introducing the ability to proactively pop-up the starting dialog of an Assistant. This would trigger via the audience criteria defined in the Assistant Rule. ‘Page URL’ and ‘time on page’ are examples of audience criteria that can be used to trigger a proactive pop-up. As for the pop-ups themselves, we have provided the ability for the customer to respond to the pop-up either via free text or button click without having to first open the chat widget. If the customer chooses not to engage with the pop-up, they can simply dismiss it by hovering over it and clicking the ‘X’. Assistant Report Once you’ve configured all of your Assistants, we want to make sure you can continuously measure their performance. We’ve added a new Standard Report which, out of the box, will help you analyze your Assistants to understand how users engage with them, how often Assistants solve your customers’ problems without agent participation, and how often agents are hopping in to interrupt an automated session. This report allows brands to get a great overview of all the Assistants running in their product, dive into the success and failure of each, and focus on any gaps or improvements to boost their success rate. What’s Next? Our goal is to keep enabling companies to build the best self-service experiences, as tailored to their users’ needs as possible. We will keep evolving our products to make them more powerful and customizable, while also making them as easy to build as possible. We want to see how companies automate their most important and repetitive processes using the self service tools we are building. We want to make sure that the handover to agents is seamless. We want agents to have all the information they need to be able to solve complex problems without any back and forth. And, of course, we want to provide a clear view of what is happening in all those interactions between end users and support teams, clearly highlighting which interactions are working great, which need to be refined, and where new opportunities exist. . Want to learn more about Kustomer’s self-service capabilities? Get started with Kustomer Learn more about chatbots and self-service→

Automate Even More Conversations With Kustomer’s New Chatbot Features

Discover new ways to leverage Conversational Assistant, Kustomer’s CRM-powered chatbots, to maximize efficiency and automation.

Back To The Basics

In today’s consumer world, it’s easy to feel overwhelmed by the complexity of customer support challenges. Between the pressure to…

Aug 15, 2024→

Benefits of Customer Service Solutions Explained | Kustomer

Learn more about the intangible benefits of customer service and how to implement customer service software to measure your effort…

Oct 14, 2024→

Bring Back Unhappy Customers With Bulk Messaging

Learn how to bring back unhappy customers through personalized bulk sms marketing, and discover the overall benefits of bulk messa…

Aug 28, 2023→

Building Trust From the First Hello

Consumer trust levels in the US are at an all-time low. According to the Edelman Trust Barometer, trust peaked in 2017 but hit an …

Jul 18, 2024→

Complete Guide: What Is Customer Experience

In this guide, we explore what customer experience is, its benefits, how to implement it, & key differences between customer servi…

Jul 28, 2022→

Consumers push back on stricter return policies

This week we cover Cyber Week sales, Amazon AI developments, and consumers pushing back on stricter return policies.

Dec 05, 2024→

CX Thought Leader Interviews: Lauren Riddle of FormAssembly

Hear from the Manager of Technical Support at FormAssembly about how they are using AI to meet customer needs.

Dec 03, 2024→

Data Quality: A Crucial Factor for AI Success in Customer Service

There are a number of steps you can take to ensure quality customer service data & leverage AI and automation. Read about data qua…

Aug 04, 2023→

Everything CX Leaders Need to Know About CSAT

Customer satisfaction scores (CSAT) give an organization and CX team a guide on where there’s room for improvement. Here's what yo…

Aug 04, 2022→

Fostering Success in Customer Experience: Blending Human and Artificial Intelligence for Optimal Results

Vikas Bhambri and Gabe Larsen explore the harmonious blend of human agents and AI in crafting exceptional customer experiences. Cl…

Aug 08, 2023→

Four Ways You’re Already Using Generative AI in Your CX — or Should Be

AI has already begun to shape the future of customer service, for the better. Learn more about how your business has been using it…

Sep 12, 2023→

Get Real-Time Assistance for Customer Service Agents

Meet modern customer expectations with AI agent assist: a technology that works with human agents to deliver an exceptional custom…

Sep 07, 2023→

How AI Empowers Exceptional Service for Membership Success

When it comes to memberships, paid membership can drive a higher customer value. McKinsey found that members of paid loyalty progr…

Sep 25, 2024→

How AI Revolutionized My Breville Coffee Experience

Last week I had an enlightening experience when the water sensor on my Breville coffee machine stopped working. Instead of contact…

Jul 25, 2024→

How Blu Dot Combines Brand with Customer Exerperience

Learn how Blu Dot combines brand with customer experience, Loop Returns rocks the return game with Happy returns, plus a ton more …

Jul 11, 2024→

How to Create the Most Comprehensive Report from Your Customer Satisfaction Survey

Customer satisfaction is difficult to measure but crucial to improving the customer experience. Learn how to create the best custo…

Aug 09, 2023→

How to Decrease CX Costs by Improving Agent Productivity

Boosting customer service productivity through your agents can decrease CX costs, all while meeting modern consumer needs. Learn h…

Aug 18, 2023→

How to Stop Service Agent Burnout With These 5 Tips – Featuring Gabe Larsen

In this podcast episode, Gabe Larsen divulges 5 tips on how to prevent agent burnout & steps CX leaders can take to avoid it. Lear…

Aug 14, 2023→

Insights from Kustomer’s 2024 AI Agent & Customer Service Index

In today’s fast-paced world, customer expectations are higher than ever, and businesses are constantly looking for ways to meet th…

Sep 10, 2024→

Kustomer is proud to announce CRM Powered Proactive Messaging is now generally available! This means, we now offer the ability to use updates on custom objects (e.g. orders/products/etc) to trigger a workflow. Now a customer’s product change can automagically inform them about changes in their order status, such as delivery notifications. Why is this important? In today’s service landscape, customer expectations continue to grow and evolve. In order to differentiate, companies need to think beyond just meeting those expectations and now must consider how best to exceed them for their customers. Kustomer’s new feature addresses this need by enabling proactive engagement, allowing businesses to initiate conversations with customers before issues even arise. This approach helps transform customer service from reactive problem-solving to anticipatory support. The Power of Delivering Proactive Service Delivering proactive service is a powerful strategy that can transform the customer experience. This approach involves understanding and addressing customer needs before they arise, thereby reducing friction and enhancing satisfaction. By leveraging data analytics and predictive modeling, businesses can identify potential issues and offer solutions proactively. This not only demonstrates a deep commitment to customer care but also builds loyalty and trust. Proactive service can lead to increased customer retention, as clients feel valued and understood. Moreover, it helps set your brand apart in a competitive market. By consistently exceeding expectations and preempting problems, businesses can foster a positive brand perception and cultivate long-term customer relationships. A proactive mindset not only benefits customers but also streamlines internal operations, leading to greater efficiency and reduced costs associated with reactive support. At its core, proactive service is not just a customer support strategy; it’s a comprehensive approach to customer engagement that can drive significant business growth. What’s Next? Kustomer remains committed to investing in AI and making even greater enhancements to it’s already powerful platform to further elevate service experiences and deepen customer loyalty. Stay tuned for more transformative features designed to redefine customer engagement. Published on December 27, 2023→

Introducing CRM Powered Proactive Messaging

We now offer the ability to use updates on custom objects (e.g. orders/products/etc) to trigger a workflow!

Introducing Enhanced Reporting for KIQ

Today, we are thrilled to announce the addition of enhanced reporting capabilities as part of Agent Assist.

Jul 02, 2024→

At Kustomer, we are hyper-focused on delivering innovative solutions that solve problems for our customers. This month, we are incredibly excited to bring that innovation to life with Customer Assist featuring AI Responses – an enhanced chatbot powered by multiple engines, including OpenAI’s ChatGPT, poised to deliver up to a remarkable 45% increase in automation efficiency for businesses. Customer Assist advances Kustomer’s powerful, industry-leading chatbot by leveraging cutting-edge AI language models to seamlessly resolve customer issues with secure, precise, and natural-language responses sourced from a customer’s support content. In addition, it allows businesses to engage with customers across multiple channels, unlock personalized CRM data, elevate customer experiences by integrating conversation data from previously resolved interactions, seamlessly integrate external data sources, reduce costs with end-to-end automations, and elevate customer satisfaction. “We’re thrilled to once again push the boundaries of innovation with our new AI features,” stated Brad Birnbaum, CEO, and Co-founder of Kustomer. “This advancement reinforces our dedication to empowering businesses in delivering effortless, exceptional customer experiences. We firmly believe that this revolutionary AI technology will transform how companies connect with their customers, fostering deeper, more personalized interactions.” “On day one, Customer Assist handled 10% of chat conversations without any agent interaction and that number has been steadily increasing. We’re thrilled by the immediate success we’re experiencing, and we’ve only just scratched the surface.” – TJ Stein, Head of CX at Everlane This announcement marks the first step in a series of upcoming product advancements, reaffirming Kustomer’s dedication to shaping the future of customer experiences. Published on December 22, 2023→

Introducing KIQ Customer Assist: A Next-Gen AI Customer Service Bot Driving Efficiency by 45%

Introducing KQI Customer Assist, an enhanced chatbot powered by multiple engines, including ChatGPT, helping you deliver a 45% inc…

Are you someone who likes to get the most out of their CRM? Are you someone who likes to learn new things? Well, we have great news for you! Based on customer feedback, we have created a team dedicated to learning and training to help our customers get the most value out of Kustomer and deliver best-in-class customer experiences. Today, we’re excited to announce the launch of our brand new learning management system, Kustomer University. Kustomer University will house courses on platform navigation, configuration, and best practices. New admins will love our guided program, Kustomer 101, which will take you through everything you need to know about managing your Kustomer instance. Experienced admins will enjoy our advanced courses and certifications launching later this year. Onboard your newest agents with our Kustomer Agent Training course, which gives them a platform overview and best practices for supporting customers using the platform. Just as Kustomer is customer-centric, Kustomer University is designed with you in mind. Built with realistic expectations of your day, Kustomer University delivers microbursts of training to help you level-up your platform proficiency in the time it takes to drink your morning coffee. Our training team layers content into need-to-know bite-sized learning guides that deliver new information in a fun, easy-going way that will challenge you just enough to make it stick. Our courses are typically less than 15 minutes, comprised of two to four minute lessons. We mix engaging video, best practices and activities to make the most of your time with us. We’re committed to investing in training for all users of the Kustomer platform. Later in 2021, keep an eye out for more advanced content on our most powerful features, training for supervisors and team leaders, and in the second half of the year, we’ll be launching our first certifications. We’re also excited to explore in-person workshops and custom training options later this year. We’d love to know what else you’d like to see in Kustomer University. Admins can submit and upvote training requests directly in Kustomer so we know how to best prioritize our roadmap. Head to Settings > Feature Requests and select Training as your request category. Log in to Kustomer University today by going to your avatar menu in the platform, or visit us directly at university.kustomer.com. Log in with your Kustomer credentials —there’s no need to create any new passwords or add any bookmarks. Published on March 30, 2021→

Introducing Kustomer University, The New Virtual Learning Platform

Advance your knowledge of Kustomer and accelerate agent onboarding with Kustomer University's pre-built curriculum for Admins and …

Introducing Skills-Based Routing: Smarter, More Personalized Customer Support

Nov 11, 2024→

Introducing Tasks: Your New Way to Manage Internal Workflows in Kustomer

Nov 05, 2024→

Klarna Proves AI Efficiency

Earlier this year, Klarna made headlines by announcing that its new ChatGPT powered AI assistant, was doing the work of 700 human …

Aug 29, 2024→

Kustomer Embarks on a New Chapter as a Standalone Company

Kustomer, the industry-leading Conversational CRM platform, has raised $60 million in funding to fuel its growth as a standalone c…

May 15, 2023→

Kustomer Expands Global Reach with New Dedicated Data Center in India

Oct 13, 2024→

Brad Birnbaum Feb 15, 20225 min read→

Kustomer Joins Meta to Evolve Digital Customer Service

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially…

Kustomer Secures $60M in Funding to Unleash Its Potential as a Standalone Company

Kustomer, the industry-leading Conversational CRM platform, has raised $60 million in funding to fuel its growth as a standalone c…

May 23, 2023→

Leveraging Customer Service AI Without Losing the Human Touch

Leveraging customer service AI within customer service operations helps companies control costs while improving their support game…

Aug 07, 2023→

No More Data Silos: How Integrating Your CRM and CX Platforms Improves CSAT Scores

Integrating a CRM with your CX platform is a critical step to ensuring you’re providing a personalized experience. Learn how this …

Aug 18, 2023→

Our Vision: Unlocking the Full Potential of Humans + AI in Customer Service

At Kustomer, our vision is to build a platform that unlocks the full potential of humans + AI within customer service.

Promises and Payoffs

Learn how Kustomer approached their rebrand in terms of their platform.

Real-Life Customer Service Disasters to Make You Laugh (Or Cry)

Customer service horror stories recounting one's worst customer experience

Oct 02, 2024→

Say Hello to the Kustomer Brand Evolution

Kustomer officially relaunched on October 30, 2024. Take a look at our new brand and how we have evolved to be an AI native CX pla…

Oct 30, 2024→

That's a wrap: 5 Key Learnings from the AI/CX Virtual Summit 2023

Explore pivotal takeaways from the AI/CX Virtual Summit 2023 hosted by Kustomer. Delve into expert discussions on AI-driven person…

Dec 28, 2023→

The Benefits of A Modern CRM for Financial Services

Learn more about the important benefits of migrating from an old CRM to a modern CRM for financial services.

Jan 03, 2024→

The Great AI Logo Experiment: A Lighthearted Leap into Design & The Serious Success of KIQ

Taking you behind the scenes of what can only be described as our most memorable brand moment to date. Learn how we experimented w…

Apr 01, 2024→

The Importance of Compassionate Customer Service and Truly Human CX

Compassionate customer service is taking an interest in the customer’s problem. It could be implemented by using empathy & underst…

Jan 27, 2022→

The Kustomer Advantage: Unleashing the Power of Data and AI

To truly prioritize your customers, you must deliver a proactive customer experience every time. Learn how Kustomer is utilizing A…

Nov 10, 2023→

The Kustomer Service Pulse: 2023's Viral Customer Service Moments

In today's digital age, where countless individuals have access to the internet and social media platforms, any customer interacti…

Jan 02, 2024→

The Kustomer Service Pulse: Customer Experience in the Digital Era: The Impact of AI and Automation

Discover how AI is revolutionizing customer service in the digital age. The Kustomer Service Pulse explores how AI enhances agent …

Sep 19, 2023→

The Kustomer Service Pulse: Viral Customer Service Moments

Explore the Kustomer Service Pulse series, where we delve into viral customer service moments that have left lasting impressions. …

Aug 28, 2023→

The Kustomer Service Pulse: Worst Customer Service Moments

In today's digital age, where countless individuals have access to the internet and social media platforms, any customer interacti…

Oct 19, 2023→

The Rise of Guest-Focused IT

With AI playing a bigger role in CX, learn how to partner with IT leaders to roll out AI tools effectively, following the example …

Nov 10, 2024→

The Time is Now to Embrace Proactive Support

Proactive support involves always answering questions before they come up. This means providing comprehensive information upfront,…

Aug 01, 2024→

Top 10 Customer Experience Podcasts You Should Listen To

Podcasts are a great way for business leaders to gain insights into CX trends, but which ones are worth the time? Check out 10 top…

Aug 26, 2022→

Top Modern Customer Service Expectations You Need to Know

We’ll explore types of service expectations, important changes in what the modern customer expects, and the importance of a cohesi…

Nov 22, 2022→

Unlocking the Future: Join Us at the AI/CX Virtual Summit!

Discover the future of AI-powered Customer Experience at the AI/CX Virtual Summit. Join us for insights from industry leaders, inc…

Nov 09, 2023→

Unlocking the Potential: Harnessing Real-Time Conversational Customer Feedback to Drive Business Growth

Don’t let real-time customer feedback go to waste. Learn how to leverage powerful customer feedback tools to provide better CX for…

Aug 04, 2023→

Unveiling Our New "AI-Designed" Logo - A Leap into the Future of Creativity!

Check out Kustomer's new logo! We utilized AI to to help us design a new logo that embodies our ideals and commitment to customer …

Mar 28, 2024→

Unveiling the Inside Track: Exploring Key Customer Service Solutions and Pitfalls

A traditional approach to service leads many brands to stumble upon obstacles. Read the blog to get to know these common customer …

Aug 15, 2023→

When Does Personalization Go Too Far

Personalization has been a major focus for many brands, with Starbucks often leading the way. From your name on the cup to the end…

Aug 22, 2024→

When frustration goes viral: Lessons for CX leaders

Covering a viral TikTok video, how brands are seeing success with gen AI for agents, and the intersection of customer support and …

Dec 11, 2024→

Why Customer Service Efficiency Is More Important Than Ever

When circumstances shift rapidly, and businesses are asked to do more with less, it brings to light the importance of efficiency i…

Feb 07, 2022→

Why Data and Action Are Critical for AI Agents to Succeed

When it comes to the success of AI Agents, two pivotal variables stand out: access to internal customer data and the ability to pe…

Sep 18, 2024→

Your Agents Need Customer Service Coaching and Less Micromanaging. Here’s How.

Discover how to empower your CS agents by coaching them for success. Instead of micromanaging your team, try these customer servic…

Sep 04, 2023→

Countdown to BFCM: CX checklist for satisfying customers

Be prepared to help customers on social media this Black Friday / Cyber Monday holiday shopping season

Nov 19, 2024→

Prediction: AI Agent market to be worth $47.1B in 2030

Covering predictions around the size of the AI Agent market, synthetic data for consumer research, and more.

Nov 14, 2024→

The customer service award you don’t want to win

The first newsletter of 2025 recaps the UK's worst customer service, airlines avoiding disaster, and more.

Jan 02, 2025→

Customer service woes: chicken or the egg?

Covering automated customer service in coffee and healthcare, personalization preferences, and customers vs. agents.

Jan 09, 2025→

Hope Dorman Dec 13, 202413 min read→

The Intersection of CX and Client Success

We spoke with the Head of CX at OrderProtection.com about tailoring the approach for different customer segments, AI, 2025 goals, …

Introducing Kustomer’s AI Agent Studio

AI Agent Studio is a powerful, no-code platform for creating custom AI-powered support agents in just minutes, bringing AI customi…

Nov 14, 2024→

How The Largest Driving School Delivers a “Bakery Feel” in Customer Service

Nov 12, 2024→

Conversational AI in Technical Support

The role of conversational AI in technical support and how it can help customers get a better experience and support.

Nov 07, 2024→

Buy or Build? What Makes Sense For Your Customer Service Tech Stack

Wondering whether you should buy or develop your own customer service tech platform? We cover the pros and cons so you know what's…

Dec 05, 2024→

How Customer Service Conversations Can Resolve Tricky Situations

Learn what defines effective customer service conversations and some of the benefits that come with having an optimal customer ser…

Aug 11, 2022→

What Is Live Chat and Why Is It Great For Your Business?

Live chat is a fast way to communicate with customers. Learn what is live chat, how it engages website visitors, drives leads, and…

Nov 29, 2024→

Top 8 Customer Service Trends You Need to Know

With the world and technology always changing, many common best practices get outdated quickly. Here are 8 customer service trends…

May 05, 2021→

6 Ways to Maintain a Winning Customer Service Strategy

Explore some of the most effective ways to build and sustain your customer service strategy.

Sep 01, 2022→

5 New AI Agent Capabilities for the New Year!

Kustomer's AI Agents now have expanded data access, smarter search tools, and detailed reporting and observability.

Jan 16, 2025→

Trust: The new currency

Covering AT&T's new customer service guarantee, launches in AI agent for retail tools, and AI powered CX in school districts.

Jan 16, 2025→

Cash App's $175M fraud problem explained

Covering Cash App's fraud problem, Apple rolling back AI generated summaries, and Microsoft finding's about contact center failure…

Jan 23, 2025→

A right to human customer service?

Covering Gen Z preferring to shop in person, DeepSeek, AI in tourism, and mandated human customer service.

Proactive account “tune-ups” for SaaS customer retention

Tips to optimize SaaS client accounts to reduce risk, improve client satisfaction, and enhance customer loyalty.

Jan 31, 2025→

Why do beauty brands need an all-in-one customer support platform?

Learn about the benefits of an all-in-one customer support platform for beauty brands, like driving revenue and customer retention…

Jan 31, 2025→

A tale of two chatbots

Breaking down the differences in good and bad chatbot experiences with Royal Caribbean and Virgin Money, plus Google's AI announce…

Hope Dorman Jan 10, 202513 min read→

The power of customer communities

We spoke with the Head of Client and Leaderships about how to start a customer community and why it's worthwhile.

Hope Dorman Jan 10, 202516 min read→

CX Lessons from B2B SaaS

We spoke with the Head of CX and Operations at Kick about scaling a CX team, designing a CX strategy for niche audiences, and othe…

How Sony fumbled the PlayStation Network outage

Breaking down the PSN outage, two new AI support tools, Chik-fil-A using drones, and a WNBA star's airport complaints.

Hope Dorman Feb 17, 202516 min read→

CX Goals and challenges in premium apparel

The CX Director at Tommy John shares goals, challenges, and tips for building customer loyalty with a premium apparel brand.

Hope Dorman Feb 19, 20257 min read→

CX Workforce development: balancing headcount and automation

Tips on how to balance your customer support headcount and automation possibilities to manage your overall CX workforce

Hope Dorman Feb 17, 20257 min read→

4 Steps to get prepared for AI Agents

Get tips on what to do before setting up AI Agents for a successful AI launch: define use cases, know your audience and entry poin…

HP delays support calls. Will customers stay loyal?

Covering HP's push toward self service, people working around automated customer support in the travel industry, and more.

Feb 26, 2025→

What Is Personalized Customer Service?

What is personalized customer service, and how can you deliver it so that it's beneficial both to your customers and your business…

Oct 02, 2024→

Want to reduce chargebacks? Provide instant service

Covering combating chargebacks with speedy service, consumers seeking empathy over speedy responses, Google Cloud AI predictions, …

Mar 26, 2025→

What Are AI Agents

Think of an AI Agent as a super-smart, autonomous system designed to handle customer interactions with a level of understanding an…

Sep 12, 2024→

What’s New at Kustomer: Your Spring 2025 Innovation Roundup

A next-generation solution that will forever change how businesses interact with their customers, bringing effortless, personalize…

What’s new at Kustomer: Your spring 2025 innovation roundup

Covering updates to task workflows, a new OpenAPI tool, AI Agents responding to form submissions over email, and lots more Kustome…

Mar 25, 2025→

Cost-cutting backfiring on customer satisfaction

Data about how cost-cutting leads to customer service frustration, best states for customer service, and new potential AI regulati…

Apr 03, 2025→

Panic buying? Shoppers respond to tariffs

Covering tariffs, surprise delays, American Airlines cutting staffing, Benioff's new "co-CEO", and 98% of contact centers using AI…

Apr 10, 2025→

Bringing the magic back from “lonely” online shopping

Covering experiential elements like making shopping fun again, restaurant ambience, and premium features becoming standard, plus A…

Apr 17, 2025→

Hope Dorman Apr 2813 min read→

Winners and losers: best and worst reviewed industries

Covering the UK's best and worst reviewed industries, transparent pricing coming to Airbnb, Cursor's AI agent flop, and other AI n…

Apr 23, 2025→

Research

AI Reality Check

AI is transforming customer service, but is it just hype? We surveyed 100+ CX leaders to uncover how teams are using AI, what's wo…

Hope Dorman Apr 21, 20257 min read→

How to scale a customer service team

Jose Herrera of Horatio digs into how to scale a customer service team, discussing tiered support and AI readiness.

How trust signals are reshaping the customer journey

Customer experience does not begin at checkout—it starts the moment a shopper first encounters your brand.

Finding your brand voice

Brand voice is no longer just a marketing tool; it’s part of your customer experience. Rachel Riendeau Hayes of Hero Cosmetics bre…

Rethinking outsourced CX: A new era for BPOs

Covering trends in how brands are approaching outsourced versus in-house customer support and tips for choosing outsourcing partne…

The AI-powered path to CX excellence

Stephen discusses diverse data sources and balancing human and automation interactions for success with AI-powered customer suppor…

Staying human in an AI world

Rachel DeGraw of PetPlate emphasizes the importance of preserving empathy and maintaining a human touch in customer experience.

Hope Dorman Apr 30, 20258 min read→

How to measure what really matters in CX

Vasu Prathipati scrutinizes traditional metrics like CSAT and AHT in quality management, emphasizing the need to look beyond them.

Turning customer support into a strategic growth engine

Customer experience goes beyond fielding questions. It is not a cost center; it's an opportunity to drive revenue.

Turning fulfillment into a growth engine

As customer expectations for shipping continue to rise, fulfillment has become a strategic driver of customer experience and growt…

How to build a brand customers can't quit

Jess Cervellon shares tactics to improve customer retention by building a brand that customers can’t quit.

From click to doorstep: turning post-purchase into a profit center

Post-purchase is not just an operational phase. It is a brand-defining moment. Aasif Osmany talks tech tools for enhancing it.

How smart brands are redefining agent productivity

Arman Taheri talks strategies in e-commerce customer service with a special attention to the human aspect in these digital interac…

From surveys to stories: redefining customer feedback

The future of customer feedback is changing drastically with storytelling beginning to overtake traditional surveys.

Bridging the mentorship gap in CX

Angel Funes is a CX lifer, working his way to up into leadership roles. He shares why mentorship is critical in CX.

Unf*cking CX in the age of acceleration

Zack Hamilton compels CX professionals to think out-of-the-box and move past the age-old techniques to create real, tangible busin…

Stadiums to startups: Crafting the unforgettable customer experience

Ben Segal shares insights on his diverse experiences working on many CX teams ranging from sports entertainment venues and DTC e-c…

The power of post-purchase order editing

For ecommerce businesses, harnessing the potential of post-purchase customer experience should be a top priority.

Scaling with intention (and a little bit of tech)

Molly Simas of Portland Leather Goods offers insights into scaling a customer service organization intentionally.

Mastering the modern journey: omnichannel marketing that actually works

Kait Stephens discusses omnichannel marketing and the prevalent challenges brands encounter while creating a harmonious customer e…

Taking AI beyond table stakes

Knowing your customer is essential to leveraging AI effectively in customer service; tailor technology to meet customer needs.

Beyond the buy button: engaging customers across every touchpoint

Rachel Tyers of Okendo discusses engaging customers across touchpoints and getting creative with ways to maximize conversion.

Am I doing this right? Loyalty, leadership, and the real CX journey

Loyalty, quality leadership, and an impeccable customer experience journey are important for consumers; Caela Castillo shares her …

Why the post purchase experience is your biggest missed opportunity

Post-purchase is not an afterthought—it is a strategic opportunity to build loyalty, reduce costs, and differentiate your brand.

Hope Dorman Apr 30, 20259 min read→

Humanizing AI: Crafting personalized customer experiences in the digital age

AI has unlocked the ability to treat customers like individuals at scale, and brands that embrace it see major gains in revenue an…

The CX Dilemma: Staying relevant in a changing landscape

Mary urges CX professionals to focus on business outcomes, solve one problem at a time, and build internal champions to gain tract…

Hope Dorman May 01, 20255 min read→

Where loyalty is won and margins are lost

David highlights the often-overlooked power of the post-purchase experience in building long-term customer loyalty.

Hope Dorman May 01, 20257 min read→

From hype to help: How Yotpo's support team turns AI into action

Danny Pinto says if you're justing AI to deflect work, you're thinking too small; AI is about enabling smarter more proactive serv…

Hope Dorman May 01, 20257 min read→

The data-driven approach to customer experience

Effective CX leadership is not about having all the data, but knowing what to do with the data you have. Taylor Johnson explains h…

Hope Dorman May 01, 20257 min read→

Scaling human connections with AI

By involving agents early, setting clear expectations, and rolling it out gradually, you can turn AI into a genuine customer suppo…

Hope Dorman May 01, 20255 min read→

Building the operating system for modern CX

Operational excellence starts with aligning people, process, and technology around solving real customer problems.

“Automate the predictable, humanize the meaningful.”

Covering the best nuggets and takeaways from the CX Summit, AI headlines, and the latest AI innovation from Kustomer.

May 01, 2025→

From consideration to loyalty: How Kustomer’s Shopify integration supports the buyer journey

Learn how Kustomer’s live chat integration for Shopify allows you to engage customers at the right moment and convert them into bu…

Mar 25, 2025→

Hope Dorman May 01, 202515 min read→

How the next wave of CX will be won

Showcasing examples of how customer experience success will belong to brands who lead with strategy, clarity, and purpose.

Hope Dorman May 06, 20258 min read→

Loyalty is the new growth strategy

Exploring loyalty as a growth strategy in customer experience and what it takes to embed retention into company culture and operat…

Tariffs threaten brand loyalty for 2 in 5 consumers

Covering tariffs, in-store usage of grocery apps, customer service in Australia, AI Airbnb customer service, and more.

May 09, 2025→

Support is the new sales: How AI-enhanced reps are driving revenue growth

Covering how AI is transforming support teams into sales enablers and implementing AI to drive revenue through customer support.

Mar 19, 2025→

How AI is helping retain and develop top talent in customer support

Retain your customer service team by investing in AI to make their job more rewarding and improving the employee experience.

Mar 14, 2025→

Purely AI-powered customer service is too low quality to be worth it

Covering Klarna walking back from its AI-first customer service strategy, people skills for airline customer support, and AI headl…

May 09, 2025→

Zendesk vs Jira Service Management: Comparison Guide for 2025

Can’t decide between Zendesk and Jira Service Management? See a detailed comparison of features, pricing, user reviews & more.

May 12, 2025→

Building Customer Trust with Automated Call Recording Consent

Kustomer's new Automated Call Recording Consent feature helps simplify compliance without compromising customer trust.

May 28, 2025→

3 years away: Most customer service to involve agentic AI

Covering a Cisco study, Salesforce acquisition, Meta AI team reshuffling, BJ Wholesale's loyalty approach, and Chase's new bank br…

May 29, 2025→

Hope Dorman May 308 min read→

More output, less overhead: 7 proven tactics for leaner CX teams

Discover proven tactics from CX experts to do more with less. Learn how to meet rising customer expectations without overburdening…

Introducing AI Agents for Reps

AI Agents for Reps are personal assistants that automate the tedious, busy work so reps can focus on delivering a great customer e…

Jun 04, 2025→

June 4, 2025 Update: The next generation of Agent Assist is here - AI Agents for Reps! This upgrade provides even smarter, faster answers and suggested responses using AI-powered insights from your knowledge base and CRM data. Read this blog post to learn more. Summary: KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. Pricing: $39 a per month per user on top of your Enterprise or Ultimate plan. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success. For over 9 years, Kustomer has been developing products and capabilities that place the customer at the center of the experience. Our success is largely attributed to the investments we’ve made in incorporating customer data at the core of our innovation. While AI is not new to Kustomer, it is now emerging at the forefront in a significantly more strategic capacity, impacting how companies can transform their customer engagement methods. Late last year, we introduced KIQ Customer Assist, an AI-powered self-service bot, which has increased efficiency by 45%. Today, we’re taking another step in that direction by launching KIQ Agent Assist, a suite of AI-powered capabilities designed to make it easier than ever for agents to efficiently resolve customer issues. What is KIQ Agent Assist? How Does it Work? KIQ Agent Assist is an AI-powered agent copilot designed to empower agents to be more efficient with automated communication personalization capabilities. Under the hood, it is a suite of AI-powered capabilities built on top of our CRM. These have been developed by leveraging our integrations with OpenAI’s Large Language Models (LLMs) and Amazon Translate to create personalized, customer-aware experiences, at scale. Balancing Personalization With Agent Efficiency With KIQ Agent Assist, businesses benefit from: Efficient resolution: Customer support has long been associated with notoriously long wait times. Not anymore. With KIQ Agent Assist, agents have all the tools they need at their fingertips to resolve customer issues faster — from providing context using past conversations to prompts enabling them to communicate with just a click of a button, to translating conversations into preferred languages. Higher CSAT and customer loyalty: By leveraging real-time customer data combined with AI, KIQ Agent Assist empowers customer support teams with personalized prompts to engage with their customers, ultimately fostering long-term relationships and encouraging customer loyalty. Customers like Amare have noted a 17% improvement in their CSAT score. Agent satisfaction and retention: One of the primary reasons for agent turnover is dissatisfaction with mundane tasks. KIQ Agent Assist features enable customer support specialists to free up their time from repetitive tasks, allowing them to focus on resolving high-priority issues. Amare Global’s customer service agents have been using KIQ Agent Assist for the past four months to polish spelling and grammar in outbound emails and chats. We’ve also fine-tuned our response shortcuts, making them more effective for 90% of customer inquiries. Agents love how user-friendly KIQ is compared to other tools, especially our ESL agents who find it invaluable for crafting messages confidently. Jordan Larson CE business Analyst & Tech Admin Personalized Customer Service Powered by Real Customer Data and AI Businesses are increasingly feeling the pressure to personalize every customer interaction, even before a customer support ticket is filed. When it comes to driving personalized engagement, the secret sauce is the integration of real customer data with AI. While many platforms merely “fetch” the customer data, most don’t use the data to power their Customer Support operations. Kustomer’s AI capabilities are fueled by real customer data sourced directly from our CRM. Relevant customer data: Bad data has created challenges for businesses attempting to foster authentic customer interactions. Many customer support platforms rely on integrations or manual data pulls, often resulting in outdated information and impersonal customer conversations. With real customer data from the CRM powering KIQ Agent Assist, every agent can engage in personalized and precise customer conversations. Integrations with leading LLMs: We integrate with one of the world’s leading LLMs (OpenAI’s GPT-3.5 Turbo, GPT-3.5 Turbo Instruct, and GPT-4) and Amazon Translate for conversational and instructional capabilities. In the future, we plan to add Amazon Bedrock, Anthropic, and Cohere LLMs to continue our intention to invest in AI capabilities for Customer Support. New AI-Powered Features for Agent Efficiency As we transitioned from beta to GA we’ve made significant enhancements. We improved the agent experience with new features and bug fixes, while also enhancing the operational maturity of the product. Here are some of the enhancements that are now available to all customers, enabling agents to be more efficient: Agent Suggested Responses Improve agent efficiency by generating suggested responses that agents can choose to use from internal Knowledge Bases. In the coming months, we will be expanding our data sources to give agents access to real customer data from within the Kustomer Platform, giving agents the ability to have context-aware conversations. Conversation Summaries Historically, agents needed to piece information together or request customers to repeat themselves. With Conversation Summaries, agents can now save valuable time and serve customers more efficiently by seamlessly transferring summarized conversations from self-service chatbots to agents or from one agent to another (on demand), providing complete context and enabling uninterrupted customer service. AI Text Enhancements Your customer support team is the face of your business. With AI Text Enhancements, agents are empowered to represent the company in the best light by leveraging tools that automatically expand messages into friendlier responses, correct grammar, and tidy up spellings. We’re thrilled to announce the upcoming launch of brand tone selection to help businesses express themselves in their unique character. Automatic 2-way translations in 53 languages Expand your reach and support customers around the globe by automatically translating messages between agents and customers. Business Metrics and Dashboards coming soon Report out customer support metrics to your executives with observability dashboards showcasing your top used features, impact on handle time, and improvement in CSAT score. Suggested Actions coming soon Automatically categorize tasks with clear actionable next steps, such as transferring to a specialized department for resolution, sending over a help article, or extending a credit offer. AI Generated Customer Insights coming soon Gain valuable insights into relevant customer information on the agent timeline. Our AI retrieves critical details from the CRM, such as VIP status or upcoming birthdays, enabling agents to personalize interactions instantly. Our Commitment to Security & Privacy At Kustomer, we believe trust from our customers is paramount. We recognize the importance of providing a top performing application that is continuously available, while protecting your data and keeping it private. Our security consists of layers of protection, starting with team policies and procedures, and incorporates continuous monitoring and automation built into our software development cycle. Our commitment to security extends to our partners and trained third-party security professionals who provide guidance, ensure compliance, and validate security across all areas of the organization. Learn more about our trust principles here. Get Started With KIQ Agent Assist To learn more, visit the KIQ Agent Assist product page. We’ve also put together a help article so that you don’t get lost along the way. If you want to see KIQ Agent Assist in action, join us for a webinar on April 4 at 1:00 pm ET. Starting at $39 per user per month — learn more. Head over to your Kustomer platform to start using KIQ Agent Assist today.→

Introducing KIQ Agent Assist — Increasing Agent Efficiency by 65% With a Breakthrough AI-Powered Agent Copilot

Introducing KQI Agent Assist, an AI Powered Agent Copilot designed to help increase your agent efficiency by 65%

Should customer service agents be promoting self-service?

Covering new data from Gartner, CX in mass transit, banks falling behind in adopting AI, and new milestones in AI processing.

Jun 04, 2025→

‘Maniacal focus’ on CX drove strong Q1 for Five Below

Covering Five Below's Q1 2025 results, IBM's predictions for AI powered customer service, a new CCAAS on the block, and more.

Jun 11, 2025→

Why doesn’t Kustomer use tickets?

Learn how Kustomer uses conversations instead of tickets as a better way to provide customer service by developing relationships.

May 29, 2025→

$11.2m in fines: bad CX comes at a cost

Covering fines for bad customer experiences, Red Lobster, American Express, and customer service impersonation scams.

Jun 18, 2025→

What’s new at Kustomer: Your Summer 2025 product release roundup

Covering AI Agents for Reps, multi-party conversations for email, Voice enhancements, and Shopify checkout chat, and more updates.

Jun 25, 2025→

Zendesk vs Front: Head-to-Head Comparison (+ Top Alternatives)

Can't decide between Zendesk & Front? This comparison breaks down key features, pricing, & more, plus better options for your CX n…

Mar 25, 2025→

Humans beat chatbots in first contact resolution

Humans outperform chatbots, 40% of hotel front desk calls go unanswered, restrictions on self-checkout, plus top AI headlines this…

Mar 06, 2025→

Southwest ends free bag policy

Covering Southwest, consumer scams, data about restroom cleanliness, and AI developments from Foxconn, ServiceNow, and more.

Mar 14, 2025→

More polite customers with AI powered CX?

New research on productivity gains and nicer customers with AI powered customer support and consumers wanting businesses to invest…

Are You Implementing 24/7 Customer Service? Here are 9 Reasons Why You Should!

How do you operate in a global marketplace when customers could be in any timezone? Here are our top reasons to implement a 24/7 c…

Aug 10, 2022→

7 Effective Ways to Improve Your Online Customer Service

Online customer service is challenging with no face-to-face interaction, but the fundamentals are the same. Learn to improve your …

Apr 13, 2022→

Looks matter in CX (and the data proves it)

Covering news that attractiveness provides advantages in customer service, Verizon's FCR project, Klarna's AI voice bot, and more.

Jun 26, 2025→

What’s WISMO costing your brand?

We break down what WISMO is really costing your CX team's budget and show how AI Agents can solve it at scale.

Jun 06, 2025→

How leading DTC brands use AI to stay lean and competitive

AI can help DTC brands reduce overhead, boost efficiency, and deliver personalized experiences that build customer loyalty.

Jun 11, 2025→

How can you secure customer trust in the age of AI?

New findings from Auth0, Salesforce, and Cloudflare about customer trust and preferences in the age of AI-powered customer support…

Jul 02, 2025→

5 benefits to having more AI Agents

Asking yourself why you need multiple AI Agents? Check out our blog explaining why you need a team of AI Agents.

Nov 21, 2024→

Ryan Breneman Jul 098 min read→

Beyond Chatbots: Applying AI in CX

Discover how top CX leaders are using AI beyond basic chatbots. Learn innovative strategies to elevate customer experiences, empow…

3 in 5 consumers use AI to shop, but brick and mortar still reigns

News about the UK Customer Satisfaction Index, EY research on physical and digital commerce, and American Airlines modernizing CX.

Jul 02, 2025→

How insurers can deliver a great customer experience with AI

Three cases for AI-powered customer support enhancements in the insurance industry and how other efficiency gains can benefit poli…

Jun 11, 2025→

Why omnichannel customer support is critical for travel brands

Omnichannel customer support is essential for travel and hospitality brands as a differentiator that accommodates guests across cu…

Jun 25, 2025→

How banks can use AI to win over customers

Discussing how AI-powered customer experiences for banks and AI tech advancements for banks can help them drive customer growth.

Jun 25, 2025→

AI-to-AI customer service: the next frontier

Covering AI-to-AI conversations, the importance of responding to online reviews acquisition news, Microsoft savings with AI, and m…

Jul 17, 2025→

Merchants, not shippers, getting the blame for delivery mishaps

Covering new data on delivery failures, AI-powered customer support on social media, and reducing service failures with emotional …

Jul 23, 2025→

Unlock the full value of AI: New reporting in AI Agents for Customers

Learn about new AI Agents for Customer reports on observability, First Contact Resolution, and CSAT.

Jul 11, 2025→

Starbucks: Human connection in 4 minutes or less

Covering investments in customer experience from Starbucks, Bojangles, and T-Mobile plus new Gartner data about third-party search…

Jul 30, 2025→

Introducing AI Agents: Bring Effortless, Personalized Customer Service to Life

A next-generation solution that will forever change how businesses interact with their customers, bringing effortless, personalize…

Expanding Snooze: Now available for Tasks and more

Kustomer’s powerful Snooze functionality, long a favorite for managing conversations, is now available for Tasks and other assigna…

Jul 29, 2025→

Bringing clarity to complex conversations: Introducing multiparty timelines for email

Multiparty Conversations allow customer service agents to stay focused and move faster, even when multiple stakeholders are involv…

Jul 02, 2025→

Hope Dorman Jun 258 min read→

Moving on from Zendesk

Discover why CX leaders are upgrading from Zendesk to Kustomer. Get the right technology and expert support to exceed customer exp…

How to measure customer service performance

Wondering how to measure customer service performance? Combine these CS metrics to complement your growth strategy. Learn more.

Oct 01, 2024→

Majority of consumers don’t trust AI to make purchases for them

Covering consumer distrust of AI shopping on their behalf, Frontier swiping Southwest customers, Verizon's new AI assistant, and m…

Mar 19, 2025→

Why omnichannel customer service is not optional for DTC and retail brands

Discussing the convergence of DTC and physical retail, current consumer expectations, and how to build an omnichannel strategy.

Jul 31, 2025→

Kustomer adds detailed Shopify order search for smarter service interactions

The Shopify Search Orders tool is now available for organizations with the Shopify app installed. This tool allows AI Agents to se…

Aug 04, 2025→

A bill to save US-based CX jobs: the bipartisan Keep Call Centers in America Act

Covering the Keep Call Centers in America Act, Atlassian layoffs, and companies citing improvements in CX in their Q2 2025 earning…

Aug 07, 2025→

11 ways travel brands are using AI to shape the future of travel

Covering how airlines, rail companies, ground transportation companies, and lodging brands use AI to enhance the guest experience.

Jul 25, 2025→

White glove service for every guest: how a CRM makes it possible

How travel brands can deliver luxury-level support with an all-in-one CRM platform for proactive guest communication and personali…

Jul 09, 2025→

How Kustomer Workflows boost efficiency for customer service teams in financial institutions

Covering how financial institutions can automate much of the manual work in customer service with workflows within Kustomer's CRM.

Jul 25, 2025→

U.S. consumer satisfaction drops for third straight quarter

Covering the Keep Call Centers in America Act, Atlassian layoffs, and companies citing improvements in CX in their Q2 2025 earning…

Aug 14, 2025→

Accelerating All that Kustomer Has to Offer: $30M to Lead the AI-Native CX Future

Announcing Kustomer's $30M Series B, led by Norwest, with continued backing from Battery, Redpoint, and Boldstart Ventures.

Aug 07, 2025→

Brad Birnbaum Aug 14, 20255 min read→

10 Years of Kustomer: A Decade of Reinvention

Our CEO reflects on the beginning of Kustomer and the past decade of growth and change to commemorate the company's tenth annivers…

Enhanced human-in-the-loop with handoffs to AI Agents

Covering enhancements to human-in-the-loop automated customer service with human agents handing off conversations to an AI Agent.

Apr 10, 2025→

Hope Dorman Aug 11, 20259 min read→

Crawl, walk, run: A framework for AI adoption

Exploring a crawl, walk, run framework to rolling out AI within contact centers to have a more successful plan and implementation.

Called the real United Airlines, scammed out of $17,000

Covering how a United passenger got scammed, findings on how AI customer service works best when enhancing humans, UK consumer dat…

Aug 19, 2025→

Multi-Brand Support Is Here for AI Agents for Reps

Sharing how AI Agents for Reps is now brand-aware across multiple brands within Kustomer, providing a better experience for your c…

Aug 26, 2025→

Ryan Breneman Aug 298 min read→

CEOs spend just 3% of time with customers

Dillard's buys a mall, Levi's has success with personalization, and consumers have mixed feelings on Gen-AI customer service

Aug 28, 2025→

Whitepaper

CX Capacity Planner Flowchart

Struggling with customer service staffing decisions? Use our capacity planning flowchart to determine if you should hire, optimize…

Salesforce - 4,000 layoffs. ServiceNow - no cuts.

Salesforce cuts 4,000 jobs while ServiceNow keeps staffing the same to absorb more conversation volume: see two different approach…

Sep 03, 2025→

Zendesk Features Mega Teardown: Advantages & Disadvantages

Despite Zendesk’s shortcomings, they’re still a powerhouse. Learn their top features along with the advantages and disadvantages o…

Sep 11, 2025→

Top 20 Zendesk Alternatives & Competitors (Ranked & Rated)

Learn why customers are switching away from Zendesk. See the most popular alternatives to Zendesk with features, pricing, pros and…

Sep 11, 2025→

Taco Bell rolls back AI ordering

Covering Taco Bell rolling back AI ordering, Office Depot's 15-minute pickup guarantee, and Amazon's service in French Sign Langua…

Sep 11, 2025→

Forrester: Where should CX sit? It depends

Covering a new Forrester report, Washington state's new customer experience hub, xAI layoffs, and AI-powered grocery shopping cart…

Sep 16, 2025→

Ryan Breneman Sep 1716 min read→

BFCM 2025 & AI Playbook

Get the Black Friday Cyber Monday 2025 ecommerce playbook with AI-driven CX strategies to scale, boost revenue, and delight custom…

Disney’s magic = people + systems

A deep dive on Disney's recipe for customer experience magic, a guide to prep for BFCM 2025, and AI headlines from Citi, Kroger, a…

Sep 25, 2025→

Kustomer Fall 2025 Product Releases: Smarter AI, Stronger Platform

Covering AI Agents for Reps, multi-party conversations for email, Voice enhancements, and Shopify checkout chat, and more updates.

Oct 01, 2025→

ChatGPT launches Instant Checkout - how will it impact you?

Covering ChatGPT Instant Checkout, the impact of AI on business growth, and research about the mixed efficacy of customer loyalty …

Oct 01, 2025→

Hope Dorman Aug 29, 202511 min read→

Building loyalty with "micro moments"

See how the CX leader at an apparel brand builds loyalty through micro moments in customer service with personalization and empath…

New Tools that Build Trust in AI-Powered Customer Service

Explore the key questions surrounding testing AI agents and how to build trust in their performance for customer interactions.

Oct 08, 2025→

Abandoned tasks and broken digital experiences

Covering annoying and broken digital experiences, consumer sentiment before the holidays, AI in casinos, and more.

Oct 09, 2025→

Introducing the Next Evolution of AI-Native CX

Discover how Kustomer’s AI-Native CX platform unifies data and intelligence to deliver faster, smarter, more human customer experi…

Oct 14, 2025→

What CX leaders told us at CX Now NYC

Covering lessons learned from CX Now NYC, all about AI as the next wave of customer engagement and what leaders wish they did earl…

Oct 09, 2025→

Gen Z taking feedback to third-party platforms

Gen Z feedback behavior, IT's role in customer service, AI model updating breakthroughs, slow adoption of AI tools, and more.

Oct 22, 2025→

15 Best AI Customer Service Software Heading Into 2026

Looking for the best AI customer service software? Compare the top 15 AI platforms to find the right solution for your CX needs.

Oct 29, 2025→

Connect Your Customer Data to Every AI Tool: Introducing the Kustomer MCP Server

Covering what an MCP server is, what the Kustomer MCP server does, and how MCP servers help customer experience leaders.

Oct 30, 2025→

15 Best Omnichannel Customer Support Platforms

Tired of siloed inboxes? Discover the 15 best true omnichannel platforms that unify customer data and conversations into a single …

Oct 29, 2025→

70% of customers don’t care what brands are saying

New research on consumer sentiment, UK consumer attitudes toward AI support, the importance of customer safety on brand loyalty, a…

Oct 30, 2025→

$15M spent every minute: prepare for BFCM surges

Covering preparing for BFCM, customer experiences in travel and financial institutions, and Walmart and Kroger's expanded uses of …

Nov 06, 2025→

The 10 Best HIPAA Compliant CRM Software for 2026 [According to User Reviews]

Looking for the best HIPAA-compliant CRM for 2026? We review the top 10 platforms designed to secure patient health information.

Nov 13, 2025→

17 Best Freshdesk Alternatives for 2026 (Based on Real Users)

Looking for the best Freshdesk alternatives for 2026? See our updated review of the top 17 platforms to replace Freshdesk.

Nov 13, 2025→

Target’s forced friendliness initiative - will it flop?

Covering Target's employee policy, robot mistreatment, basic customer personalization in the UK, and AI fraud detection.

Nov 13, 2025→

Hope Dorman Nov 14, 202515 min read→

How CX leaders are preparing and automating for BFCM

How to use AI, automation, and communication to handle peak season volume and improve agent efficiency with limited time to prepar…

10 Best HubSpot Service Hub Alternatives to Consider in 2026

Looking for HubSpot Service Hub alternatives? See our 2026 review of 10 platforms for teams that have outgrown HubSpot's limitatio…

Nov 17, 2025→

Zendesk vs Salesforce: 2026 Comparison (+Better Options)

Zendesk is a better out-of-the-box solution for CX, but Salesforce stands the test of time for scaling enterprises. See how they c…

Nov 17, 2025→

The Top 16 Gladly Alternatives & Competitors for 2026 (Updated)

Gladly has been the go-to solution for customer service teams for the past few years, but let’s face it—people are looking for alt…

Nov 17, 2025→

Consumer perception of CX at a new low

Covering new lows in consumer perception of customer experience and dissatisfaction stemming from a lack of empathetic service.

Nov 19, 2025→

What is Omnichannel CRM? A Complete Guide for CX Teams

Understand what omnichannel CRM is and how it unifies customer interactions. Explore key benefits and how to choose the right plat…

Nov 24, 2025→

Top 10 Salesforce Service Cloud Alternatives to Consider in 2026

Compare top Salesforce Service Cloud alternatives. See why Kustomer, Zendesk, and others offer better ROI and faster setup in 2026…

Nov 24, 2025→

Qualtrics: Use AI to empower human CX agents

Covering Qualtrics' 2026 CX Trends Report, Amazon's $50B investment in AI, the USPS's customer experience pilot program, and more.

Nov 25, 2025→

Ryan Breneman Dec 025 min read→

10 Best Zoho Desk Alternatives & Competitors for 2026

You're searching for alternatives to Zoho Desk for a reason. Read this guide for a list of their top competitors on the market tod…

Dec 02, 2025→

Whitepaper

AI Readiness Checklist

Unlock AI success with the AI Readiness Checklist for customer experience teams. Learn how to assess readiness, align stakeholders…

Fix What’s Slowing You Down

Learn how the AI-Native Customer Experience Platform enhances productivity and streamlines operations with intelligent AI Assistan…

Dec 04, 2025→

Kustomer Dec 04, 202533 min read→

20 Best Intercom Alternatives & Competitors for 2026

Learn why customers are switching away from Intercom. See the most popular alternatives to Intercom with features, pricing, pros a…

Kustomer Introduces AI Assistants to Effortlessly Build and Evolve Complex CX Logic

Kustomer launches new AI Automation and Observability Assistants that give CX teams real-time visibility, conflict detection, and …

Dec 04, 2025→

BFCM debrief: record shoppers + Buy Now, Pay Later use

Covering records from BFCM 2025 - number of shoppers, BNPL usage, and Shopify sales, along with unclear discounts hindering CX.

Dec 04, 2025→

From Reactive to Ready: How Kustomer AI Anticipates What Reps Need Next

Kustomer AI prepares customer experience reps with the context they need before the customer conversation even begins.

Nov 19, 2025→

Kustomer Launches Data Explorer, the First CX Platform Feature That Lets Leaders Talk to Their Data

Kustomer launches Data Explorer, the first AI-native CX analytics tool that answers questions in natural language and delivers ins…

Dec 10, 2025→

Winners: America’s best customer service 2026

Covering top-ranking brands in customer service, retailers banding together in the age of AI-powered shopping, and more.

Dec 10, 2025→

Top 10 Enterprise Help Desk Software on the Market Right Now

The top 10 enterprise help desk software reviewed. Compare platforms like Kustomer, Salesforce, and Zendesk on AI, scalability, an…

Dec 11, 2025→

19 Best Front Alternatives for 2026 (According to Real Users)

Need a better shared inbox? We rank the top 19 Front alternatives for 2026 to help you improve collaboration and cut costs.

Dec 11, 2025→

Top 17 Gorgias Alternatives & Competitors for 2026 (Based on Real User Feedback)

Gorgias is a top choice for companies focused on eCommerce, but there's a reason why so many people are looking for alternatives.

Dec 11, 2025→

Kustomer expands post-purchase support capabilities with new Narvar App integration

Kustomer’s new Narvar integration gives agents real-time order, shipping, and returns data in one view—cutting WISMO inquiries and…

Dec 16, 2025→

Is surveillance pricing ripping off loyal customers?

Covering surveillance pricing, algorithmic pricing, Costco's enhancements, and regulators fining a telecommunications company for …

Dec 18, 2025→

Kustomer’s 2025 Year in Review

The biggest AI innovations for customer service teams we delivered to you this year - 100+ releases to help you deliver better exp…

Dec 19, 2025→

Winter 2025 Product Releases: From Insight to Action with AI

Kustomer introduces a new wave of AI-native capabilities designed to help teams move faster, smarter, and scale.

Dec 19, 2025→

3 predictions for how AI will transform CX in 2026

Covering predictions for AI in CX in 2026, synthetic empathy eroding customer trust, Goodwill using AI tools, and more.

Dec 23, 2025→

Instacart ends price tests + $60m lawsuit settlement

Covering Instacart ending its pricing tests, retailers charging for returns, customer service horror disasters in 2025, and more.

Dec 31, 2025→

What matters to consumers in 2026: transparency + consistency

Covering consumer values for 2026, a new law around food delivery customer service, Dutch Bros Coffee CX leadership, and more.

Jan 08, 2026→

How Much Does Zendesk Really Cost in 2026? We Did The Math.

Each upgrade promises more, but are the features worth the escalating costs? See why so many users question the true value behind …

Native Voice capabilities now available in Kustomer's omnichannel platform

Kustomer Voice offers essential functionalities for inbound and outbound calling such as call recording, transferring, holding, ro…

Sep 03, 2024→

From Timeline to Signals: The Next Evolution of CX at Kustomer

The Kustomer Timeline will evolve from showing everything about the customer to surfacing what matters most in the moment of inter…

Jan 21, 2026→

Deliver support at the speed of social commerce with Kustomer's TikTok Shop integration

Now, you can respond to TikTok Shop buyer messages directly from within Kustomer for more streamlined support.

Jan 22, 2026→

Gorgias vs Zendesk: Head-to-Head Comparison for 2026

Choosing between Gorgias & Zendesk? Compare the top features, pricing, and use cases in our detailed guide.

16 Best Jira Service Management Alternatives for 2026 & Beyond

Jira Service Management remains a popular choice for IT service management, but it’s far from perfect and there are other alternat…

Personalized social media CX - a double-edged sword

Covering findings around personalized profiles for social media based customer support, customer retention efforts need good data,…

Consumer friction topped by telecom and travel

Covering the 2025 Consumer Friction Index, plus how Walmart, Amazon, and REI are using AI in customer experience.

Jan 23, 2026→

Consumers want personalization. Brands get it wrong.

Covering what consumers want from personalization, consumers using AI to handle their customer service needs, tipping, and more.

Upselling linked to buyer’s remorse

Covering upsells, satisfaction improvements with retail and vehicle buying, PepsiCo lowering prices, and more.

Feb 05, 2026→

Ryan Breneman Feb 0612 min read→

How can you secure customer trust in the age of AI?

How can you secure customer trust in the age of AI? Learn 5 proven lessons for building trust in AI-powered customer experiences. …

16 Best AI-Powered Helpdesk Software on the Market Right Now

Find the best AI help desk software for your team. Compare the top platforms for 2026 on features, AI agents, pricing & more.

Jan 28, 2026→

11 Best AI-Powered CRM Solutions for 2026 [According to Real Users]

Discover the best AI-powered CRM solutions for 2026. Compare top platforms like Kustomer, Salesforce, and HubSpot on key features …

12 Best AI Ticket Routing and Triage Tools on the Market Right Now

Compare the 12 best AI ticket routing tools for 2026. Automate triage, improve response times & prioritize VIPs with the top AI CX…

Zendesk vs HelpScout: Head-to-Head Comparison for 2026 (+ Better Options)

Choosing between Zendesk and HelpScout? Compare their features, usability, and pricing. Explore better alternatives for your suppo…

HubSpot Service Hub vs Zendesk: 2026 Comparison & Better Option

Choosing between HubSpot Service Hub and Zendesk? Read our comparison to see which platform is the better option for your CX needs…

AI intensifying work, not reducing it

Covering AI changing the nature of work, the new Disney CEO, investments in CX tech in restaurants, Target cutting jobs, and more.

Feb 13, 2026→

17 Best Customer Service Automation Software for 2026

Compare the best customer service automation software for 2026. Learn how to boost CSAT and cut costs with AI agents and intellige…

Introducing AI Setup Assistant

Explore how Your Intelligent CX Platform simplifies AI implementation, delivering reliable AI performance and better customer expe…

Feb 17, 2026→

Ryan Breneman Feb 167 min read→

The Kustomer Advantage

Discover how an intelligent CX platform helps you delight customers, empower reps, and scale with AI-powered orchestration. Downlo…

Top 12 AI Copilots for Support Teams for 2026 (According to Real Users)

Find the best AI Copilot for your team in 2026. Compare top tools on features, integration & pricing to scale your support operati…

Kustomer Launches AI Setup Assistant to Prevent AI Failures in CX Teams

Announcing Kustomer's AI Setup Assistant - designed to help teams configure AI without guessing or relying on brittle, manual setu…

Feb 17, 2026→

BNPL APLAZO Enhances Customer Experience with Kustomer’s AI Platform, Driving a 40% Increase in Customer Satisfaction

Aplazo details improvements to its operational efficiency and 40% improvement in CSAT with Kustomer's AI-powered CX tools.

Feb 04, 2026→

Why AI in Customer Service Breaks Before It Scales: 6 Key Challenges

Learn what pitfalls to look out for during CX implementation and replatforming, along with best practices for how to avoid them.

Feb 17, 2026→

13 AI Customer Service Best Practices for 2026

Move beyond basic AI. Our guide shares best practices for using AI in customer service to empower agents, improve CX & get real re…

Feb 18, 2026→

Burger King President taking 4 hours of customer feedback daily

Covering Burger King taking direct customer feedback, Canada Goose's data leak, Airbnb using AI for CX, and more.

Feb 18, 2026→

Biggest barrier to meeting customer expectations: staffing

Covering staffing's impact on CX, retail shrink, the best-awarded airport in North America, McKinsey research on AI adoption, and …

Feb 26, 2026→

Zendesk vs Zoho Desk: 2026 Comparison & Better Options

Choosing between Zendesk and Zoho Desk? Read our in-depth comparison for 2026 to see which platform is the better option for your …

Mar 03, 2026→

Zendesk vs ServiceNow: 2026 Comparison & Better Options

Compare Zendesk vs ServiceNow. Get a clear breakdown of features, pricing, and usability. Discover better alternatives for your CX…

Mar 02, 2026→

Zendesk vs. Intercom: 2026 Comparison & Better Options)

Choosing between Zendesk and Intercom? Our 2026 comparison reviews ticketing, AI, and pricing, plus shows you better alternatives.

Mar 03, 2026→

Is Zendesk Worth It? Hmm... See The Pros & Cons

Zendesk is a CX powerhouse, but is Zendesk worth it? We did the research, so you don't have to. Here are the biggest pros & cons o…

Mar 02, 2026→

Freshdesk vs Gorgias: Head-to-Head Comparison + Better Options

Struggling between Freshdesk & Gorgias? This comparison breaks down key features, pricing, & more, plus better options for your CX…

Freshdesk vs. Zendesk: 2026 Comparison & Better Options

Explore an in-depth comparison of Freshdesk vs Zendesk for 2025, including key features, pricing, and usability.

Gladly vs Zendesk: CX Platforms Comparison + Better Options

Gladly vs Zendesk: Which CX platform is right for you? Compare features, pricing, and use cases. Plus, explore a better alternativ…

Gorgias vs Intercom: 2026 Mega Comparison (+Better Options)

Gorgias or Intercom for your business? Compare features, pricing, and use cases in this head-to-head matchup. Plus, explore top al…

11 Best SolarWinds Service Desk Alternatives & Competitors for 2026

Covering SolarWinds Service Desk alternatives, the limitations of SolarWinds Service Desk, and key features to look for in a repla…

AI Customer Service Agents: Key Features, Benefits, and Functionality

Explore the value and function of AI customer service agents. See how Kustomer AI delivers authentic, effortless support.

7 Benefits of Using AI in Customer Service

Learn how AI in customer service lowers costs, reduces agent burnout, and delivers a faster, more personalized experience for your…

12 Real-World Applications of AI in Customer Support

Explore 12 real-world AI applications in customer support. See how top brands use AI to boost efficiency & CSAT with actionable ca…

AI in Customer Service: A Complete Guide

A complete guide to AI in customer service. Explore benefits, key use cases, best practices, and tips for choosing the right AI pl…

AI vs. Human Customer Service: How to Find the Perfect Balance for Your Team

AI vs. human support isn't a competition. Learn the unique strengths of both and how to create a powerful hybrid team.

The Future of AI in Customer Service: 8 Key Trends for 2026

Prepare your support team for the future of AI. Learn the key trends to build a smarter customer experience.

Data breaches cost $20B and consumer trust

Covering data breaches, price stickiness and tariffs, Southwest Airlines, Klarna preparing for AI agents, and more.

Mar 05, 2026→

What is a Unified Agent Workspace? (And 9 Best Tools for 2026)

Stop the tab-switching. Discover how a unified agent workspace boosts productivity, reduces burnout, and speeds up resolution time…

Feb 23, 2026→

Kustomer AI: A New Era of AI for Customer Experience

The biggest AI innovations for customer service teams we delivered to you this year - 100+ releases to help you deliver better exp…

Mar 10, 2026→

Kustomer Launches Standalone Enterprise AI Platform to Modernize Existing Helpdesks

Kustomer AI is a standalone enterprise AI platform transforming how organizations deploy intelligence across their existing CX sys…

Mar 10, 2026→

Future-Proofing AI for the Modern CX Stack

Kustomer now uses MCP protocol to support connections to products like notion, Linear, Confluence to allow AI agents to access inf…

Mar 12, 2026→

Zendesk and Meta acquisitions + AI’s labor market impact

Covering two AI acquisitions, AI labor market impacts, grocery and retail brands reducing prices to grow, and more.

Mar 12, 2026→

11 Best Customer Self-Service Platforms to Consider in 2026

Find the right self-service platform for your business. Compare the top solutions for 2026, including Kustomer, HubSpot, and Fresh…

Mar 03, 2026→

Stop Drowning in CX Data: A Smarter Path to Actionable Insights

Most CX analytics tell you what happened, not what to do next. Learn how AI-powered reporting closes the gap between data and deci…

Mar 18, 2026→

Gartner: Half of consumers prefer brands that avoid GenAI

Covering Gartner research on consumer preferences, Amazon same-day delivery, NVIDIA's latest AI updates, and more.

Mar 12, 2026→

Ryan Breneman Mar 137 min read→

AI for CX: A practical guide to earning real results

AI for CX: a practical guide to earning real results. Learn the 3 pillars of an AI-driven CX org and the 5 must-have AI capabiliti…

10 Best Alternatives to Zoho Zia for 2026 [Based on User Reviews]

Is Zoho Zia good enough for your team? Compare the top 10 AI alternatives for 2026, and find the best tool that works with your te…

Mar 25, 2026→

The Growing Burden of CX Debt (And Why Leaders Can't Ignore It)

CX debt accumulates quietly in broken workflows, fragmented data, and deferred decisions that compound over time. Learn how to red…

Mar 18, 2026→