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March 12, 2025

Viewpoints

AI Won’t Eliminate All Agents, But It Will Make Them Better

AI has great potential to improve CX, but it has to be properly implemented, integrated, and managed. (Featured on SmartCustomerService.com.)

CRM Video

Brad Birnbaum of Kustomer: AI Will Lead the Move from Seat-Based to Conversation-Based Pricing

The traditional subscription model, dominant for decades in enterprise software, is being challenged by work-based pricing, offering greater flexibility and predictability for customers. In customer service, conversations are emerging as the primary unit of work for pricing, according to Kustomer CEO Brad Birnbaum.