Kustomer

10/19/2026

The New ROI of Customer Experience is live. We asked 600 CX and support decision-makers what support is worth, and whether they can prove it.

For years, CX was defended in the boardroom as a cost of doing business. Our partners at AfterShip, Attentive , Iterable , and Bear - Shopify Platinum Agency helped us look at what changes when it’s treated as a revenue function.

A few things we found:

➡️ HexClad Cookware sees an average order value about $100 higher from customers who contact support, and a lifetime value roughly 21% higher.

➡️ 66.3% of CX teams report a measurable CLV or AOV lift from proactive support, with gains up to 30%.

➡️ In AfterShip’s A/B test, AI-recommended exchanges improved revenue retained by 48%.

Get the report:

Kustomer surveyed 600 CX leaders on how customer experience drives revenue, the frameworks used to measure it, and AI’s growing role in CX.

10/16/2026

Myth: CSAT tells you how your customers feel.

Reality: it tells you how the 2 to 3% who answered the survey feel.

Conversation Intelligence reads the rest and turns it into data your team can act on.

AI QA scores how each one was handled.

Here’s how they work: https://okt.to/vx4dWE

10/15/2026

You wouldn't hire someone and never check their work.
AI QA does the checking, scoring each conversation your reps and AI agents have and showing its reasoning. ➡️ https://okt.to/1r0jyo

Conversation Intelligence does the analysis no team can: every conversation becomes data your team can act on in real time, and every result feeds back into your Kustomer data model. ➡️ https://okt.to/QFjSmJ

Both run natively in Kustomer, with no sync and no second login.

See Conversation Intelligence live at the ROI of CX Virtual Summit on October 20: 🔗 https://okt.to/8HRtjJ

10/15/2026

CX has historically been judged on operational metrics, the kind that speak to cost efficiency. That’s changing.

CSAT still leads: 65% of the teams we surveyed are measured on it. But look at second place. Revenue retained or generated sits at 39%, ahead of first contact resolution, handle time, and ticket volume.

More than 44% of CX teams have watched their primary evaluation metric move from operational measures toward outcomes like revenue and retention in the last 12 to 24 months. 29% say theirs hasn’t moved at all.

Which side of that shift is your team on?

The New ROI of Customer Experience, built on a survey of 600 CX and support decision-makers, is coming October 19. Stay tuned.

10/15/2026

A customer reaches out for the third time about the same issue. Your AI responds as if it's the first conversation.
That's the kind of experience TJ Stein, Head of Customer Care at IPSY, wants CX teams to move beyond.

On the CX Now podcast, TJ told Lisa Painter why a better AI experience doesn't always start with a better model. Sometimes it starts with better customer context.

A few takeaways from the conversation:

🟡 AI needs to know the customer's history. Someone reaching out for the third time shouldn't get the same response as someone contacting support for the first time.

🟡 There's a difference between answering questions and resolving issues. AI can retrieve information, personalize responses, and eventually take actions like processing refunds or returns. Each step requires more context and the right integrations.

🟡 Deflection doesn't tell the whole story. TJ looks beyond how many conversations AI handles to metrics like cost per resolution, customer sentiment, and retention.

At Ipsy, some of the biggest improvements came from giving AI more customer information and more ways to take action, rather than waiting for the technology itself to improve.

TJ also makes the case for getting the basics right: clear SOPs, escalation paths, and dedicated ownership. Without those, even sophisticated AI will struggle.

He also admits everyone is still figuring this out.

Hear the full conversation: https://okt.to/2Hj0t7

10/14/2026

We asked Caroline McCarthy what made her loyal to a brand, and she started with a helmet. 🎿

Watch her story in the video. What stuck with us is what she did next: she didn’t shop around. She bought the same one again.

That’s loyalty in CX terms. Customers decide whether to stay the first time they need what you promised to work, whether that’s a product, a return, or a support conversation.

Brands that hold up in that moment never have to win the customer back.
What’s a CX story that made you more loyal to a brand?

10/14/2026

Reading a couple of conversations per rep tells you how those conversations went.

AI QA scores every conversation your reps and AI agents have, against criteria you define. Each score lists the criteria a conversation hit or missed, and why, so a manager can coach against specifics instead of a hunch.

See AI QA in action: https://okt.to/68ntCS

10/14/2026

AI works best behind the scenes, not in the first message a customer reads.
Aaron Woods, Head of Global CX at Ona, shared why his team pulled back from AI-led first touch: their customers are already AI-savvy, and an automated first response started to feel too obvious.

So they put a real person back on that first interaction and moved AI behind the scenes instead, helping the team move fast once a support issue lands in the queue.

10/14/2026

Too many CX teams manage by sample. A few conversations get read, a survey comes back from a few customers, and by the time a problem shows up in a report, the customer is already frustrated.

Conversation Intelligence reads every conversation in Kustomer and turns it into data your team can act on.

It routes each customer to the right agent for what they need, triggers workflows without anyone having to spot the problem first, and shows leaders where risk is building before it reaches the numbers.

Alongside it, AI QA scores every conversation your reps and AI agents have, and shows the reasoning behind each score.

Both run natively in Kustomer, so every conversation feeds back into your data model.

See Conversation Intelligence in action: https://okt.to/muQdhP

10/13/2026

Your customer emails their account manager, calls their account manager, and opens a support conversation. At Ramp, that’s just a Tuesday.

It’s also why Riane Williams, Sr. Manager, CX Operations, keeps coming back to one question: how do we bring everyone together in an operational way where it’s all tracked?

She joined our CMO Anna Fisher on our Masters of CX series to talk through how Ramp handles it.

Post-sales and CX meet in one place, built into the CRM and the ticketing system.

Account health comes from data: how often a customer contacted CX, and what they contacted about. And when a customer hits friction, a single Slack script pulls up every CX touchpoint so the team can swarm with the full picture.

Watch the full conversation here: https://okt.to/3vpfYx