In this episode of Customer Service Secrets, we talk with the CEO of Kustomer, Brad Birnbaum, about the growth and development of Kustomer and the Kustomer platform. We discuss how customer experience has changed over the years, what has influenced this transformation, and how we need to react to stay ahead of the curve. Brad also talks about what the future holds for Kustomer. Join us as for valuable tips and insights for customer experience professionals. 

Introduction to Brad and Kustomer 0:34
How Customer Service has changed 3:19
Channels of Communication 8:31
Automation 13:34

“One of my favorite things to do is to call Delta and if I get an answer that I don’t like, then I call another agent. So what you’re doing is eliminating [the] other channels.” 11:13