Kustomer Secures $30M Series B to Accelerate AI-Native Customer Experience Innovation

Kustomer, a pioneer in AI-driven customer service, has closed a $30 million Series B funding round led by Norwest, with ongoing support from Battery Ventures, Redpoint Ventures, and Boldstart Ventures. This latest investment will accelerate the company’s AI product roadmap, enhance platform capabilities, and support rapid scaling to meet surging global demand for next-generation customer experience (CX) solutions.

The customer experience landscape is undergoing a seismic shift. Today’s consumers expect seamless, personalized interactions across every channel, while brands face mounting pressure to deliver at scale in a digital-first world. Traditional helpdesk tools-built for ticket management rather than holistic engagement-struggle to meet these expectations. At the same time, many emerging AI-first providers lack the customer data access, operational depth, and orchestration power required for complex service environments.

Kustomer bridges this gap with the industry’s most complete AI-native CX platform-one that blends real-time data, deep contextual insights, and decision-ready infrastructure to transform support from a reactive process into a proactive, outcome-driven experience.

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“Delivering an incredible customer experience across every channel has never been more important,” said Brad Birnbaum, CEO and co-founder of Kustomer. “AI alone isn’t enough. It has to reach customers and be embedded into the daily workflows of CX teams. That’s what sets Kustomer apart. We’ve shaped our platform from the ground up to operationalize AI with real-time data and deep context, so teams can delight customers and drive real outcomes. With Norwest’s partnership, we’re doubling down on our AI-native platform and scaling to meet global enterprise demand.”

AI Agents Driving Real Business Impact

In the past year, Kustomer introduced two breakthrough AI-native products:

• AI Agents for Reps – Intelligent copilots that draft responses, surface relevant insights, and automate repetitive tasks, boosting agent productivity by over 30%.
• AI Agents for Customers – Automated assistants capable of resolving up to 40% of inquiries across chat, email, voice, and WhatsApp—fully integrated with backend systems to execute actions like refunds, record updates, and workflow completions without human intervention.

These AI Agents operate within a unified timeline, learn from every interaction, and work seamlessly alongside human teams to deliver consistent, high-quality support at scale.

“Offering a great agentic customer support experience is not just a tooling problem — it’s an infrastructure problem,” said Scott Beechuk, Partner at Norwest. “Kustomer has built the right foundation for this new era of CX: a native system of action with built-in AI workflows, deep context memory, and enterprise-grade scalability. We believe Kustomer is poised to become the infrastructure layer for intelligent, orchestrated support at scale.”

As part of Norwest’s investment, Beechuk has joined Kustomer’s Board of Directors.

Expanding Capabilities and Global Reach

With fresh capital, Kustomer is investing heavily in product innovation, adding advanced transparency, accountability, and customization features to align with brand standards. The company is also strengthening its international presence with localized support, regional go-to-market teams, and tailored offerings for diverse global markets.

Strengthening Leadership for the Next Growth Phase

Kustomer has appointed Anna Fisher as Chief Marketing Officer to lead global marketing strategy and brand expansion. Fisher brings deep SaaS marketing expertise from leadership roles at Salesforce, Spiff, and ZoomInfo, where she contributed to transformative growth and strategic product launches.