newsletter

“Automate the predictable, humanize the meaningful.”

Covering the best nuggets and takeaways from the CX Summit, AI headlines, and the latest AI innovation from Kustomer.

Hope Dorman

May 01, 2025

4 min read

CX Insights

We wrapped up our CX Summit yesterday and had so many incredible sessions digging into all things customer experience - scaling teams, demonstrating impact, leveraging data and AI in creative ways, successful cross-functional partnerships, and more.

It was hard to choose, but here are some of the best nuggets and hot takes from across the sessions:

“Automate the predictable, humanize the meaningful.”
- Ben Segal, Director of Customer Service at Cosm

“Negative feedback is so underrated… don't try to bury it or dismiss it. This is real feedback from a customer, so learn from what they're trying to say and use that information to grow and make your product better.”
- Kate Konchar, VP of Partnerships at Shopper Approved

“From a market scale perspective, retail is 6x the size of DTC… so the opportunity from a distribution perspective for brands is massive.”
- Kait Stephens, CEO of Brij

“Burnout really comes from this lack of impact where I'm reporting out on the same customer frictions quarter after quarter because they're not getting prioritized… because the CEO has ten, fifteen other business frictions that need to get prioritized.”
- Zack Hamilton, Unf*ck Your CX Newsletter

“Packages are one of the only places you can get a 100% open rate, and so let’s maximize what you’re actually shipping to them and what you’re including in that box.”
- Casey Armstrong, CMO of ShipBob

Go check out the replays and interview transcripts to catch anything you missed!

Recognizing the best

CX Summit Award Winners

The votes are in! We had a great outpouring of support for so many of our award nominees. Now, it’s time to shout out the winners of the CX Summit Awards: leaders Troy Scott of Skims and Jess Jackson of MoneyLion along with thought leaders Leeor Cohen of CreateCX and Jess Cervellon of Open Late Collective (go follow them if you haven’t already!).

Thank you to all who voted and helped us recognize leaders in this industry.

AI Insights

Innovation

We had something up our sleeve this whole time! At the CX Summit, Kustomer CEO Brad Birnbaum unveiled AI Agents for Reps — a powerful AI assistant designed to take the busy work off your team’s plate.

With AI Agents for Reps, your frontline agents can focus on what really matters: driving higher satisfaction by building great customer relationships.

AI Agents for Reps brings: