Kustomer has introduced Data Explorer, an AI-driven reporting experience designed to transform how customer experience (CX) teams analyze performance, diagnose issues, and make operational decisions. The launch positions Kustomer as the first CX platform to combine unified customer data, conversational insights, visual analytics, and prescriptive recommendations in a single workspace.

Built into Kustomer’s AI-native platform, Data Explorer lets leaders type questions in natural language—such as “Why did chat response times spike last week?”—and receive immediate charts, explanations, and suggested actions. The goal: reduce the time CX leaders spend switching between dashboards, exports, and manual analysis.

A Faster Way to Understand CX Performance

“For most CX teams, reporting is still slow and reactive,” said Brad Birnbaum, CEO & Co-Founder of Kustomer. “Data Explorer analyzes every part of the customer journey—performance, sentiment, backlog, staffing signals—and explains what’s driving outcomes. You get real, actionable intelligence sourced from your live data.”

Instead of simply showing what happened, the system highlights why it happened and what teams should do next, helping leaders quickly adjust staffing, workflows, or coaching priorities.

Jeremy Suriel, CTO & Co-Founder, described Data Explorer as a shift in how service teams interact with their data. “You can chat with your data and get insights in seconds. The system predicts trends, builds the right visualizations, and removes friction from reporting.”

Key Features

• Natural Language Querying
  Ask questions in everyday English and receive structured responses with visuals and narrative explanations.

• Unified CX Data Model
  Analyze customer profiles, conversations, sentiment, SLAs, and custom objects—without stitching together multiple exports.

• Actionable Recommendations
  Each insight includes operational next steps, such as routing updates, staffing changes, or targeted agent coaching.

• 250+ Guided Prompts
  Covers backlog analysis, SLA health, volume forecasting, team performance, voice-of-customer themes, and more.

• Always-On Monitoring
  Detect unusual shifts in sentiment, CSAT, volume, or handle time to flag emerging issues before they escalate.

What CX Teams Can Do with Data Explorer

The new tool helps CX leaders:

• Plan staffing more accurately using volume forecasts and SLA risk modeling.

• Investigate anomalies in refunds, cancellations, or contact spikes by linking trends to specific customers, agents, or policies.

• Elevate team performance through rep scorecards and targeted coaching workflows.

• Amplify customer feedback with automated analysis of sentiment patterns, recurring themes, and friction points.

Customer Spotlight: Goody

Modern gifting platform Goody has adopted Data Explorer for its weekly CX reviews. The result: what once required manual reporting now takes seconds.

“It has quickly become one of my favorite tools,” said Marissa Sherwood, Senior Manager of Customer Experience. “I can deep-dive into any metric I need, and the analysis is faster, more accurate, and far more actionable.”

Goody’s team uses Data Explorer to:

• Analyze tags for behavior trends.

• Break down CSAT drivers.

• Review agent-level performance.

• Surface new customer themes earlier.

“It centralizes complex analytics in an accessible way,” Sherwood added. “It saves hours every week and improves the clarity of our insights.”

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