Kustomer: CX NOW New York 2025

CXNow New York is a one-day customer experience and support operations event hosted by Kustomer. It is scheduled for Oct. 14, at Ascent Lounge. The program combines talks, panels, and networking focused on practical CX operations and AI-enabled service.

The New York edition centers on service design, agent productivity, data use in support, and technology selection. Sessions are positioned for leaders who run contact centers, oversee digital support channels, or manage customer data that informs service delivery.

CXNow New York Themes

• AI in support operations: How to apply reasoning models, assistive bots, and GenAI safely; useful for VPs of Support, Heads of AI, and CX architects responsible for guardrails and measurement.
• Omnichannel orchestration: Consolidating email, chat, social, voice, and messaging into a single workflow; relevant to contact center directors and digital channel managers.
• Agent productivity and quality: Routing, coaching, and knowledge practices that reduce handle time and improve first-contact resolution; aimed at workforce managers and QA leaders.
• Data, analytics, and ROI: Linking journey metrics to renewal, retention, and cost-to-serve; designed for CX operations leaders and analytics teams.
• Platform strategy and integrations: Selecting CRM, telephony, and WFM components that interoperate with Kustomer; useful for solution architects and IT leaders.

CXNow New York Target Audience

• Chief customer officer, VP of customer experience, head of support
• Contact center director, support operations manager, workforce management lead
• CX/CRM solution architect, IT applications owner, data and analytics lead
• Digital channel manager, community and social support lead

Kustomer Products

• Kustomer CRM Platform for Service: Case-centric and customer-timeline CRM built for support teams. Unifies interactions from email, chat, voice, social, and messaging with context, SLAs, routing, and automation across a single agent desktop.
• Omnichannel Agent Workspace: Consolidated UI for agents to handle conversations across channels, view customer history, trigger macros, and collaborate. Includes assignment, collision detection, notes, and integrated knowledge search.
• Kustomer AI and Automation: Tools for intent detection, auto-summaries, suggested replies, and workflow automation. Supports bot handoff, classification, and recommended actions with controls for quality review and reporting.
• Knowledge Base and Self-Service: Managed help content, search, and embeddable widgets for web and mobile. Connects to deflection reporting and enables guided flows before escalation to a human agent.
• Routing, Queues, and SLAs: Skills-based and rules-based routing with workload balancing, priority handling, and SLA timers. Configurable policies for response and resolution targets across channels.
• Reporting and Analytics: Prebuilt and custom dashboards for volume, handle time, CSAT, backlog, and agent performance. Exports and APIs for BI tools and data warehouses.
• Ecosystem Integrations: Connectors for telephony and voice providers, Meta messaging channels, e-commerce platforms, authentication, and WFM. Webhooks and APIs for custom workflows.

Event Sponsors — CXNow New York

• Assembled
• Aircall
• Fullview