Kustomer

Kustomer Kustomer is the CRM for digital customer service, helping businesses grow.

Kustomer – now part of Meta – helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to change. See why growing br

ands use Kustomer to build the enduring customer relationships that drive better business results at: http://ow.ly/TRPj50HV0gg

09/02/2026

Your team has AI. But do your agents actually feel like their jobs got easier?
If they’re still jumping between tools, piecing together customer history, and handling escalations the AI was supposed to prevent, the answer is probably no.

In this episode of CX Insights, Billy Bateman and Amisha Sharma get into what genuinely helpful AI looks like for agents. You’ll learn how to:

➡️ Why AI adoption and AI that actually helps are two different things

➡️ A live look at Kustomer Envoy, the AI that gives agents full context and next-best-actions before they type a word

➡️ How to audit whether your current AI setup is reducing agent workload or adding to it

➡️ What "humans and AI working together" looks like day-to-day, not in a demo reel

Watch it all here: https://okt.to/JKqCXr

Managing separate helpdesk and AI vendors was costing Goody money and control.Every change meant duplicate configuration...
09/01/2026

Managing separate helpdesk and AI vendors was costing Goody money and control.

Every change meant duplicate configuration. Every AI license ate into headcount during their busiest season. And the automation they had bolted onto their legacy helpdesk still felt robotic to customers.

So Goody put it to the test. They ran incumbent AI on email and Kustomer's Concierge on chat, side by side, same rules, same mandate: resolve customer questions without human intervention.

The results spoke for themselves.

"Kustomer's AI felt personalized and mirrored our actual brand voice. It was the difference between AI that follows a script and AI that adapts to achieve the right outcome for the customer." — Marissa Sherwood, Senior Manager of Customer Experience, Goody

Goody moved its entire CX stack onto Kustomer and launched three weeks ahead of schedule.

The results since:​

​🚀 2x increase in AI resolution rate
​​📈 CSAT exceeded target by +5 points
​​⚙️ One platform. No more duplicate maintenance. No more coordinating across vendors.

"Now I can design, test, and refine the AI myself. I'm able to spend my time improving the customer experience instead of maintaining the technology behind it." — Marissa Sherwood

Read Goody's full story → https://okt.to/OrUY9F

08/27/2026

Customers rarely wake up one day and decide not to renew. Renewal decisions are shaped by dozens of moments throughout the customer journey: from onboarding and support to product adoption and, ultimately, whether customers are seeing the business outcomes they signed up for.

That’s one of the insights Mary Iapicca, VP of Customer Experience at ZoomInfo, shared with our CMO Anna Fisher on Masters of CX.

For Mary and her team, that means looking beyond tickets closed, training sessions completed, or implementation milestones checked off. The bigger question: Are we helping customers get closer to the outcome they came to us to achieve?

Mary and Anna dig into what that shift looks like in practice, including:

→ How ZoomInfo connects CX to retention and revenue

→ Which customer signals can point to retention and expansion

→ Why successful digital CX isn’t just about efficiency

→ How to move from measuring CX activity to measuring customer outcomes

Watch the full Masters of CX session: https://okt.to/hv46Zw #

We just wrapped up Support Driven Expo in Chicago, where we served as a sponsor of the Support Operations track and hear...
08/26/2026

We just wrapped up Support Driven Expo in Chicago, where we served as a sponsor of the Support Operations track and heard all about what’s top of mind for support leaders today.

Across so many amazing conversations, a few key trends emerged:

🟡 AI adoption is high, but measuring its business impact remains a challenge. Teams need visibility into what AI is doing, why it made a decision, and what happens when it gets something wrong.

🟡 Resolution matters more than deflection. A customer who stops engaging isn't necessarily a customer who got what they needed.

🟡 "Build versus buy" is becoming "build, buy, or extend." Teams are experimenting with their own AI tools, but they're also asking whether maintaining software is the best use of their support expertise.

🟡 Support leaders want a bigger seat at the table, and they know that means translating performance into money saved, protected, or generated, paired with a clear recommendation for what to do next.

Thank you to the Support Driven community for bringing together such thoughtful, honest conversations. We were grateful to be part of it. 🙏

CX transformation doesn’t stall because the ambition isn’t there. Often, it stalls because organizations haven’t identif...
08/26/2026

CX transformation doesn’t stall because the ambition isn’t there. Often, it stalls because organizations haven’t identified what’s actually holding them back.

In his article for Entrepreneur, our CEO Brad Birnbaum breaks down the three pillars of successful CX transformation: Platform, People, and Process, and why understanding where you’re stuck is the first step toward meaningful change.

Read Brad’s take on what CX transformation actually requires.👇
https://okt.to/9fENBr

AI is changing CX. But scaling CX isn’t just about automating more.It’s about knowing where AI can help, where human jud...
08/24/2026

AI is changing CX. But scaling CX isn’t just about automating more.
It’s about knowing where AI can help, where human judgment matters most, and how to build an organization that makes complex customer experiences feel simple.

That’s exactly what we’ll be exploring on August 25 with Riane Williams of Ramp, in conversation with Anna Fisher, CMO at Kustomer.

We’ll talk about what it really takes to scale CX in a fast-growing B2B business: from AI and escalation management to premier support, enablement, and building stronger feedback loops with Product and Engineering.

If you’re thinking about how to scale support without losing the human expertise and trust that customers expect, this conversation is for you.

Register here: https://okt.to/t1b5HJ

🎉 Big news: Kustomer just won Best SaaS Solution for Sales/Marketing/CRM at the 2026 SaaS Awards!This one means a lot. T...
08/20/2026

🎉 Big news: Kustomer just won Best SaaS Solution for Sales/Marketing/CRM at the 2026 SaaS Awards!

This one means a lot. The SaaS Awards is celebrating 10 years of recognizing real innovation and excellence in software.Being named a winner in a category this competitive is a huge validation of what our team (and our customers!) have built together.

The Cloud Awards' CEO, James Williams, said it best: this year's winners had to prove "unshakeable reliability, proven ROI, and seamless ex*****on." That's exactly what we've been heads-down on.

Huge thanks to our customers and team — this win is really yours. 🙌

https://okt.to/g7LKjn

08/19/2026

Not every customer service task needs the biggest AI model.

In this episode of CX Now podcast, Kustomer co-founder and CTO Jeremy Suriel talks about why the best approach is matching the right model to the right job; whether that means faster responses, deeper reasoning, lower costs, or handling more complex customer needs.

And as Jeremy explains, it’s not just about the model. It’s about everything around it: the data, workflows, integrations, and orchestration that turn AI into a better customer experience.

Listen to the full episode here: https://okt.to/Cs3Gf1

The best AI customer service doesn’t just resolve tickets. It helps businesses achieve better outcomes.Too often, AI suc...
08/18/2026

The best AI customer service doesn’t just resolve tickets. It helps businesses achieve better outcomes.

Too often, AI success is measured by deflection rates or how many conversations happen without an agent. But fewer conversations aren’t always the goal.

The goal is a customer who gets what they need and a business that protects loyalty, revenue, and efficiency along the way.

That’s why we built Kustomer Architect: to give CX teams the tools to build AI experiences around the outcomes that matter most.

🟡 Resolve complex customer issues with AI that understands context.

🟡 Connect customer conversations to the systems and data needed to take action.

🟡 Give CX teams control with configurable workflows, guardrails, and human escalation.

🟡 Measure success through business outcomes: from retention and revenue protection to cost-to-serve.

Because the future of AI-powered CX isn’t about deflecting more conversations. It’s about achieving more for every customer.

Learn more in our blog: https://okt.to/PmRG5I

What does an “agentic” demand gen strategy actually look like? And how do you use AI to accelerate engagement without ma...
08/17/2026

What does an “agentic” demand gen strategy actually look like? And how do you use AI to accelerate engagement without making your marketing feel less human?

Those are some of the questions Michelle Blondin, Head of Demand Generation at Kustomer, will explore alongside Allie Hofmann of Sequel.io, Austin Sandmeyer of Sendoso, and Mason Cosby of Scrappy ABM.

Their panel, “The Agentic Edge & Building the Moments That Build Pipeline,” is part of Sequel’s “Human Moments, Agentic Momentum” webinar on August 26.
If you’re thinking about how to:

→ Create more meaningful engagement at scale

→ Use AI to accelerate demand generation

→ Keep human connection at the center of your strategy

→ Turn engagement into pipeline faster

This is a conversation to add to your calendar.

Come hear how demand leaders are thinking about what AI can do and where the human moments still matter most.

Register here: https://okt.to/m86aZL

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