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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

06/19/2026

We had a great time this week at Summitly's Moneyball event at Daybreak Ballpark, the beautiful stadium for the Salt Lake Bees. The keynote speaker broke down things that IT and CX leaders consider when thinking about the costs involved with deploying AI.

Thanks to those who attended and chatted with our team!

06/17/2026

It may be summer, but we're not on vacation mode over here!

Join our team on June 25th at 1 PM Eastern as they break down the latest updates in Kustomer.

What we'll cover:

- Kustomer Concierge: smarter automation, more control
- Kustomer Envoy: Copilot gets sharper
- Kustomer Architect: optimizing CX ops with enhanced reporting
- Internal threads with
- Voice operations enhancements

Register now to see live demos of these new features from our product experts! https://okt.to/HXIyl3

06/16/2026

B2B support wasn't built for B2B customers.

Your buyers have contracts, history, multiple stakeholders, and complex needs. But most CX platforms still treat them like anonymous inbound volume.

Kustomer was built differently.

Every conversation is tied to a full account picture. Kustomer AI knows the context before the agent has to ask, with workflows built for the complexity B2B actually creates.

The result:
-faster resolution
-stronger retention
-support that actually contributes to revenue.

This is what CX looks like when it's built for B2B. Watch.

06/15/2026

Heading to CCW next week? We want to see you before the conference floor gets hectic.

Assembled, Peak Support, and Kustomer are co-hosting a small, invite-only happy hour at Yard House on June 23rd 🍹🍺

Think views of the Strip, cold drinks, good food, and honest conversations with CX leaders about what's actually working right now. AI, support ops, workforce strategy, BPOs — all of it, no agenda.

The whole point is to walk into day one already knowing a few familiar faces. It's a short walk from Caesars Forum and wraps before the awards gala, so you won't have to choose.

Spots are limited. If you're going to be there, grab yours: https://okt.to/rUg2Af

06/14/2026

Most organizations are using AI to deflect volume. Jess Jackson thinks that's leaving the biggest opportunity on the table.

The use case she highlights: using AI to analyze patterns across thousands of interactions and surface what's actually happening in your customer base before it becomes a problem.

When that intelligence gets to your product managers and decision makers in time to act on it, the difficult conversation never has to happen at all.

The customer doesn't have to call.
The agent doesn't have to absorb the emotional weight of that call.
And the business retains both.

That's the version of AI investment that tends to get crowded out by the cost-cutting conversation. It shouldn't.

06/13/2026

Our EMEA team had a lovely time at London Concours checking out the rare cars on display with our friends at Yoto and OakNorth Bank in a beautiful garden setting.

Thank you to those who connected with us at the event!

06/12/2026

Our team had such a great time with our friends at Hark, AfterShip and Absolute Web this week in LA. We started with a delicious meal at Bacari Beverly Hills then took over Alo Yoga for a special shopping experience!

It's always special to gather the CX community together. Thank you to those who attended, chatted with our team members, and made this such a great night!

06/11/2026

Most CX teams measuring AI are looking at the wrong things.

Our CEO sat down with CX Today to break down what actually matters when it comes to AI ROI in customer service. A few things worth taking away:

- Deflection rates and AHT aren't outcome metrics, and they never were
- The right North Star depends entirely on your business (retention, revenue protection, upsell)
- AI observability isn't optional if you want to know why something happened, not just what
- Human-in-the-loop isn't a binary; it's a fluid handoff based on complexity and stakes

Watch the full interview: https://okt.to/LeRxnV

06/10/2026

Most CX leaders are measuring their teams with benchmarks built for a world that no longer exists.

Here's what Jess Jackson calls the complexity ratchet, and why it matters:

As AI and self-service get better at handling simple, emotionally neutral interactions, those interactions get automated. What's left for human agents is everything else: the escalations, the edge cases, the customers who are upset, scared, or in genuine distress and specifically don't want to talk to a bot.

The contact mix has fundamentally changed. But the metrics most teams are still using (like handle time targets, CSAT benchmarks, or occupancy rates) were set when easier calls balanced out the harder ones. When you remove the easier calls and keep the harder ones without adjusting anything, you've made the job significantly more demanding while holding the performance bar exactly where it was.

The question every CX leader should be asking right now isn't just "what can we automate?" It's, "how do we recalibrate everything else to match the reality of what our agents are actually handling?"

06/09/2026

Trust is built in what happens after the sale.

We asked our team members about the experiences that actually made them loyal to a brand. The answers? Different industries, different channel, but recurring themes.

Caitlin shops at a department store not because the prices are best, but because she knows she can return something without a fight.

Isabel returns to the same fast casual restaurant even though they've made mistakes in the past, because all it takes is a quick note to their AI chatbot and they make it right.

Greg describes how an outdoor gear retailer takes the time to make sure he's happy with what he already bought before ever suggesting something new.

No matter whether you're ordering lunch or buying camping gear, trust is the whole game.

Customers remember the flexible return policy. They remember the AI that took their word for it. They remember the brand that checked in post-purchase before trying to sell them something else.

That's what keeps people coming back.

What brands have done a great job of earning your trust?

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Monday	9am - 6pm
Tuesday	9am - 6pm
Wednesday	9am - 6pm
Thursday	9am - 6pm
Friday	9am - 6pm

Website

https://www.kustomer.com/

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