Kustomer is making significant strides in reshaping the customer experience landscape in 2024. Through product advancements, strategic hires, and key customer acquisitions, Kustomer's growth in the first half of the year has laid a solid foundation for integrating human expertise with advanced AI technology to transform the customer service sector.
“From the beginning, we’ve focused on enhancing the customer experience through the perfect blend of human touch and cutting-edge AI technology. As expectations for a stellar and highly personalized customer experience intensify, we are confident that the momentum we’ve generated so far this year and the innovative additions we’ve made to our platform have positioned us for even greater success and impact in the coming months, enhancing our ability to anticipate and address the customer story before it even unfolds,” said Brad Birnbaum, CEO and Co-Founder, Kustomer.
Kustomer is committed to creating exceptional customer experiences and enhancing satisfaction through smarter, more efficient services. Since January 2024, the company has expanded its suite of AI-powered products, notably improving Kustomer IQ (KIQ) Customer Assist and introducing KIQ Agent Assist. These tools enable organizations to automate manual tasks and deliver personalized experiences, seamlessly blending human and AI workflows to ensure agents remain central to providing exceptional service.
New CCO
The mission to deliver effortless, exceptional customer experiences is supported by the addition of Lauren Gold as Chief Customer Officer. Bringing extensive experience from her previous role at Yext, Gold's passion for customer success and strategic approach will help Kustomer continue to deliver seamless, data-driven experiences.
Setting the stage
Kustomer has achieved several significant milestones this year. Leveraging generative AI advancements, the company enhanced its platform with Kustomer IQ (KIQ) Customer Assist, an AI-powered self-service bot, and KIQ Agent Assist, a suite of AI tools. To date, KIQ Customer Assist has resolved 45% of customer inquiries before reaching a live agent, while KIQ Agent Assist has improved agent efficiency by 65%.
Moreover, the company has broadened its go-to-market strategy by partnering with Technology Systems Distributors (TSD) such as Sandler Partners, Telarus, CX Effect, and Avant. New technology partners like Loop Returns, Hark, and Shipped AI have also integrated with Kustomer, enhancing its App Marketplace.
