Kustomer Launches Data Explorer, the First CX Platform Feature That Lets Leaders Talk to Their Data

Kustomer, the Intelligent customer experience platform, announced the launch of Data Explorer, a new reporting experience that lets CX leaders ask questions in natural language and get instant answers, visualizations, and recommended actions on top of their live customer data. With this release, Kustomer becomes the first

CX platform to offer a feature that combines full-funnel CX data, conversational analysis, and prescriptive recommendations in one workspace.

“With Data Explorer, we wanted to give CX leaders a new way to make faster, smarter decisions,” said Brad Birnbaum, CEO & Co-Founder of Kustomer. “Because it’s built on top of Kustomer’s unified data model, the system can analyze every part of the customer journey — performance, sentiment, backlog, staffing signals — and explain exactly what’s driving your outcomes. Whether you’re evaluating agent quality, forecasting demand, or adjusting staffing levels, you get clear, actionable intelligence sourced directly from your real data, not guesswork or manual reporting.”

For most CX teams, reporting is still slow, manual, and reactive. Leaders bounce between dashboards and exports just to answer basic questions like “What changed this week?” or “Where are we slipping on SLAs?” It can take days to connect the dots between spikes in volume, shifts in backlog, and agent performance, and even longer to agree on what to do about it. Dashboards show what happened, but they rarely explain why it happened or what to do next, which slows down decisions on staffing, workflows, and customer experience investments.

Data Explorer changes that by giving CX and operations leaders a way to interact with their data like they would with an analyst. Leaders can type questions such as, “Why did response times spike on chat last week?” or “Which queues are causing us to miss SLAs?” and Data Explorer returns clear visualizations, a narrative explanation of what’s driving the trend, and practical recommendations on how to respond—whether that means adjusting staffing, updating routing, or coaching specific agents.

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Because Data Explorer is built directly into Kustomer’s AI-native platform, it has immediate access to the same unified data model that powers conversations, workflows, and automations. It analyzes customers, conversations, SLAs, sentiment, and custom objects together, and can turn insights into action by informing staffing plans, queue design, and coaching programs without exporting data to a separate business intelligence tool.

“The Data Explorer represents a fundamental shift in how customer service teams interact with their data,” said Jeremy Suriel, CTO & Co-Founder. “For years, getting answers meant waiting on custom reports or struggling with complex dashboards. We’ve engineered the Data Explorer to eliminate that friction. Now, you can chat with your data and get actionable insights in seconds. The Data Explorer predicts trends and generates the right visualizations automatically. We’re helping customers realize more value from their data and make faster decisions than ever before.”

Key capabilities of Data Explorer include:

• Natural language analysis – Ask questions in everyday language and get structured responses with charts, breakdowns, and narrative explanations.
• Unified CX data in one place – Analyze performance across channels, queues, teams, workflows, and custom objects without stitching together multiple exports.
• Actionable recommendations – For each analysis, see suggested next steps to improve staffing, routing, workflows, coaching, and customer outcomes.
• Guided starters and prompt library – Choose from 250+ pre-built prompts across themes like volume forecasting, SLA health, backlog, team performance, and voice of the customer to get value on day one.
• Always-on visibility – Monitor trends and anomalies in volume, handle time, sentiment, and CSAT so leaders can catch issues before they turn into bigger problems.

With Data Explorer, CX leaders can:

• Plan staffing with confidence by forecasting conversation volume and identifying the queues and channels most at risk of SLA breaches.
• Spot issues faster by drilling into spikes in contact volume, refunds, or cancellations and understanding which customers, products, or policies are driving the change.
• Elevate team performance by building rep scorecards, highlighting top performers, and turning insights into targeted coaching plans.
• Amplify the voice of the customer by uncovering recurring themes and sentiment drivers and packaging those insights for product, marketing, and finance stakeholders.

Customer story: Goody

Goody, a modern gifting company, now runs its weekly CX reviews in Data Explorer, turning what used to be manual reporting into on-demand insight.

“The new Data Explorer feature in Kustomer has quickly become one of my favorite tools,” said Marissa Sherwood, Senior Manager of Customer Experience at Goody. “It gives me the ability to deep-dive into any metric I need, which has made my analysis faster, more accurate, and far more actionable.”

With Data Explorer, Marissa and her team can:

• Perform tag analysis to spot patterns, usage trends, and opportunities to refine their tagging system.
• Run CSAT collection and breakdowns to understand what’s driving positive and negative sentiment.
• Conduct agent-level performance deep dives to pinpoint where specific agents excel and where they need coaching or additional support.
• Track conversation trends to surface emerging themes and shifts in customer behavior, allowing the team to be proactive rather than reactive.

“What I appreciate most is how intuitive and powerful the tool is,” Sherwood added. “It centralizes complex analytics in a way that feels accessible, saving me hours every week while improving the clarity of our operational insights. It has truly elevated how we understand our customers and support our team.”