Every founder dreams of creating a lasting impact, building products that transform the industry and reshape the way people work.

When my co-founder Jeremy and I started Kustomer, it was clear customer support needed a reset. Legacy ticketing systems were not built around the people needing help. They broke the customer journey and left support teams stuck in reactive mode. We changed that with the Timeline, a breakthrough that put people - not tickets - at the center. The path we forged has become the one others now try to walk down.

Kustomer is on a mission to transform the customer experience landscape, delivering support that’s seamlessly powered by AI. We aren’t bolting AI onto old infrastructure. Our platform has been purpose-built over the past decade, with the last two years dedicated to crafting our agentic architecture. The result is a full-stack, AI-native system designed to meet the demands of modern CX teams. More than 600 customer-first brands, including Reformation, Hexclad, and Priceline are already using Kustomer to drive better outcomes for their businesses.

To fuel this vision, we’ve raised $30M in Series B funding, led by Norwest, with continued backing from Battery, Redpoint, and Boldstart Ventures. This investment, on top of our Series A of $60M, propels our work forward: building AI that works hand-in-hand with support teams, delivering intelligent automation where it matters most, and empowering businesses to consistently deliver on their promises.

The next era of CX is here. And we’re just getting started.

The CX Stack Has Evolved, Creating an Inflection Point

Support leaders are at a crossroads. The pressure to reduce costs, improve customer satisfaction, and prove the value of customer experience has never been higher. Yet teams are stuck navigating a maze of disconnected tools and siloed systems that slow down service and create unnecessary complexity.

The role of the agent is changing. Support is no longer about manually handling every ticket. Today’s agents are guiding AI systems and intervening only when human judgment is essential, in sensitive or highly complex cases.

At the same time, customer expectations are rising fast. Digital-first engagement is the norm. AI is trying to deliver at the highest quality level, where previously, it was a person’s job. But instead of better service, CX teams are trying to figure out how to support their customers across too many systems and are still struggling to trust in the AI promise.

Legacy helpdesk platforms were built for a different time. They were designed to deflect tickets, not to deliver personalized experiences. Now they are struggling to meet the demands of multichannel + AI support - all with higher standards for customer care and speed. Meanwhile, AI-only vendors promise quick answers through slick interfaces. But many of these tools fall short. They often lack the operational depth, customer context, and system coordination required to drive real outcomes.

The result is a growing disconnect that puts the relationship between customers and businesses at risk.

This is the turning point. Only platforms built for flexible, scalable, and deeply integrated AI will define the next era of customer experience.

CX Doesn’t Need More Tools - It Needs Kustomer

Our architecture is designed to provide AI with what it truly needs to perform: real-time data, deep customer context, and a decision-ready foundation. Our AI-native platform is flexible, allowing you to configure it to perform the work you need, whether by humans or AI. We’re delivering an intelligent system that simplifies work and creates opportunities for proactive support, all adding up to meaningful outcomes for businesses and customers.

Over the past two years, we’ve made significant investments in building our agentic platform. This effort ran in parallel with bringing two new AI-native products to market: AI Agents for Customers and AI Agents for Reps. Both are designed to fundamentally transform how support is delivered. 

These are not chatbots. Today’s AI chatbots are typically layered on top of outdated ticketing systems, tools that were never designed for automation or intelligent resolution. These bolt-on solutions often lack access to meaningful context, such as full customer histories or operational data. As a result, they can mimic conversation but struggle to drive real outcomes. They answer questions but rarely solve problems.

Our AI Agents are different. They are modular, specialized agents that pull from our data-rich platform to understand nuance, take precise action, and collaborate with humans in real time.

A bit more about our two AI product offerings:

  • AI Agents for Customers (Launched October 2024): These fully autonomous agents resolve up to 40% of conversations across chat, email, SMS, WhatsApp, and voice. They provide fast, natural self-service around the clock and escalate to a human only when necessary.
  • AI Agents for Reps (Launched June 2025): These intelligent copilots take manual tasks off your team’s plate by drafting responses, surfacing answers, and logging interactions. Teams see a 30% or greater boost in productivity and spend more time focusing on what matters most—meaningful customer interactions.

This is where an AI-native platform like Kustomer stands apart. Because our AI Agents are deeply embedded in the platform itself, they can tap into the rich context of every customer interaction—what’s happened, what’s next, and what matters most. They go beyond scripted responses to recommend actions, resolve issues end to end, and continuously adapt to real-world complexity. The result is a dramatically more effective customer experience: one that’s fast, personal, and truly scalable.

Investors Agree: Kustomer is Leading the CX Transformation

AI has flooded the CX market, but few companies are truly delivering on its promise. While many are bolting AI onto legacy systems, Kustomer is taking a fundamentally different approach. We're building a platform where AI isn’t just an add-on, it’s at the core of how support is delivered. And investors are taking notice.

At Kustomer, we’re building a platform that doesn’t stop at conversations. Our AI Agents take full operational ownership, already integrated with backend systems like ERPs, CRMs, and order management platforms. They don’t just answer questions - they take action: issuing refunds, updating records, triggering workflows, and resolving issues from start to finish without friction or wasted time.

This shift is redefining what support looks like. It’s no longer about triage and escalation. It’s about full-cycle resolution, delivered instantly and intelligently. A platform like ours isn’t just a system of record, it’s a system of action. We’ve set out to pave the road for service to become proactive, transforming every customer interaction into a chance to build loyalty for life.

With this new fundraise, we’re doubling down on our mission to redefine how brands serve their customers. We’re putting our investment to work:

  • Accelerating our AI innovation to stay ahead of what's next
  • Deepening integrations across the entire CX ecosystem
  • Expanding our global presence to support customers everywhere
  • Delivering breakthrough experiences that drive not just efficiency, but differentiation

We’re building the platform that helps businesses turn every support moment into a reason customers stay and tell others to buy.

A New Chapter: A New CMO To Lead the Charge

As I wrap up this update, it’s the perfect moment to share not just one, but two major milestones for Kustomer. On the heels of our $30M Series B, I’m equally excited to announce that Anna Fisher is joining Kustomer as our new Chief Marketing Officer.

With deep experience leading marketing across high-growth SaaS businesses, including Salesforce, Spiff, and ZoomInfo, Anna knows exactly what it takes to build category leadership and drive demand at scale. She’s helped grow companies from scrappy startups to IPO-ready giants, and now she’s bringing that same energy to Kustomer.

As we lead the charge into AI-native CX, Anna’s leadership will be key to accelerating our go-to-market engine, expanding our reach, and helping more brands experience what modern support should truly look like.

Thank You

Today’s consumers expect more: faster responses, personalized interactions, and proactive service. 

Kustomer is built for brands ready to lead with AI, with context, automation, and orchestration coming together to power intelligent, scalable support. This is not about replacing people. It is about equipping every team with purpose-built AI that delivers speed, precision, and strategic value.

To our customers, thank you for shaping Kustomer with your ideas and trust.

To our investors, thank you for believing not just in our business, but in the philosophy behind it.

To our employees, thank you for building with urgency and purpose - and for taking care of our customers every step of the way.

AI is no longer the future of customer service. It is the heart of it.

If you are ready to modernize your customer experience stack, we are here to help you deliver.