Kustomer

05/30/2026

Tue Søttrup, CEO of SmartRole, shares that when implementing AI, it's important to think about what it can allow your brand or team to do that wasn't possible beforehand - and the value of that.

This helps organizations not fall in the trap of implementing technology for the sake of it, and helps them stay focused on what actually works better for their customers.

Tue encourages thinking high-level about designing a better conversational experience.

05/29/2026

Where is AI genuinely moving the needle right now? For Tue Søttrup, CEO of SmartRole, the clearest example is conversation summarization.

"When I get a conversation, there can be a summary. I don't have to read back and forth to understand what it's about. And AI is really good at digesting that information and presenting it to you."

He draws a through-line from tools like Grammarly, which solved a small, specific problem (spelling and clarity), to more sophisticated AI features like suggested answers and translation. The pattern is the same: identify a friction point, apply AI to remove it.

"AI can look at previous conversations — what answers worked, what delivered high CSAT — and guide me to a solution faster."

05/28/2026

Customer experience is bigger than the technology behind it.

It is the moment a brand remembers your context.
The support interaction that turns frustration into trust.
The experience that makes you feel known, not managed.
The reason you come back.

At Kustomer, we spend a lot of time thinking about the future of CX: how AI can make experiences faster, smarter, and more connected, and how teams can use that intelligence to build stronger customer relationships.

But great CX is not only defined by the systems that power it. It is defined by the people who feel it.

That is why we asked our team to share their own CX stories: the moments they remember as customers, the brands that raised the bar, and the experiences that shaped how they think about customer relationships.

Over the next few weeks we are going to be sharing these stories, because great CX deserves to be recognized.

The future of CX is human-led and AI-powered. And it starts with understanding the customer.

This is Tell Your CX Story.

05/27/2026

The industry has spent years measuring AI by the wrong yardstick: Deflection rates, handle time, or tickets closed.

We say: those metrics were never the point.

We see three paths forward… but only one of them leads somewhere worth going.

- Bolt AI onto existing support platforms, creating more fragmentation across systems and workflows

- Add standalone AI tools that feel modern but lack customer context and operational depth

- Rethink the CX foundation entirely with a platform built for AI, humans, workflows, and outcomes from day one

Kustomer Architect is built for that third path.

05/26/2026

Most conversations about AI in CX begin with optimism. Tue Søttrup's opening take was more grounded — and more useful.

"I must counter that," he said, when asked about AI's transformative potential in customer experience. "That's the general sentiment, but we're pretty far away from that in reality. A lot of organizations want to use AI to solve a headcount problem. They build chatbots and voicebots, but it doesn't really work yet. It will, but it's going to take longer than what we think."

That said, he wasn't dismissing AI's potential. The value, he explained, is in what it frees people up to do. "It does allow organizations to help customers do things faster and easier than they could before. And that frees up time for agents to focus on more important tasks and more complex, high-stakes conversations."

Tune in to the full podcast episode!

05/25/2026

What's key to success with AI adoption? Our Director of Customer Experience says it all comes back to trust — with your end customers, and with the agents you're asking to change how they work.

Two things separate teams that get real results from teams that stall out:

Agents need real training, not just access. AI skills are a career investment — and getting your team genuinely comfortable means going beyond drafting emails. Make it an OKR. Make it a requirement.

And, agents need to be part of the process. Imagine a new team member quietly taking over pieces of your job, with no warning and no context. You'd assume the worst. AI rollouts feel the same way when teams are brought in after the fact.

Onboard it like a colleague and loop people in early.

The deployments that work are the ones where people didn't feel left behind.

05/24/2026

Members of our team gathered in Denver to meet with CX leaders and hear firsthand what's going on in their respective industries with a delicious dinner at Rioja.

Thank you to those who attended. We hope to meet you at a future event!

05/23/2026

Most CX teams are drowning in dashboards and starving for answers. Your data lives in five different systems, your reports tell you what broke last week, and your leadership wants to know why — right now.

In this session, we'll unpack why so many CX organizations are stuck in "data museum" mode, what it actually takes to build a measurement culture that drives decisions, and then show you exactly how Kustomer's Data Explorer closes the gap between insight and action.

It's all happening May 26th at 1 pm ET. RSVP now: https://okt.to/eEIT4Y

Join us May 26 at 1 PM ET to learn how CX leaders are replacing fragmented dashboards with real-time intelligence using Kustomer's Data Explorer.

05/21/2026

Today, we’re launching Kustomer Architect.

Support is no longer just about closing tickets. It’s about owning the entire customer experience: retaining customers, growing revenue, improving loyalty, increasing efficiency, and building trust.

That shift requires more than adding AI to legacy support tools. It requires a new foundation: one where AI, customer context, workflows, knowledge, and human agents work together in one connected platform.

Kustomer Architect gives CX teams a new way to design, build, test, launch, and optimize AI-powered workflows with the context and control needed to drive real business outcomes.

With Architect, teams can turn CX strategy into action: defining how AI should behave, where humans should step in, what outcomes matter most, and how every workflow should adapt to the way their business actually operates.

It’s a major step forward in Kustomer’s broader vision: helping companies move beyond reactive support and build outcome-driven CX.

Because the future of customer experience isn’t AI versus humans. It’s humans and AI working together, grounded in customer context, orchestrated around business goals, and built to turn every interaction into an opportunity to delight, retain, and grow.

CX starts at hello, not help.

Learn more here: https://okt.to/oi6I8t

In an exclusive CMSWire interview, Kustomer CEO Brad Birnbaum argues AI in CX has been measured by the wrong standard — and launches Architect to prove it.

05/20/2026

Join us to learn about how to humanize your tech stack by empowering agents to lead with emotion while technology handles the heavy lifting. Discover what the perfect handoff looks like, where a patient never has to repeat their story when moving from a bot to a human expert.

With AI tools, agents can see a complete, chronological view of every interaction, prescription, and prior concern in one place. This eliminates the repetitive questioning that is so frustrating in
healthcare, ensuring patients feel known rather than just processed. By removing this operational friction, your agents can focus entirely on listening and responding with true sensitivity.

Tune in May 28th at 1 pm ET to learn more about scaling empathy with context! RSVP here: https://okt.to/E1jo2m