The State of Pricing in CX

We recently surveyed 200+ CX buyers about the state of CX and pricing, and the results were pretty surprising (you can check them out here). But let me give you the highlights. Most companies—93.5%—are still using seat-based pricing, but many are open to change. Why? Because there are too many seat types to manage—admin, leaders, seasonal, part-time, full-time... it’s a headache. What they really want is the perfect mix of flexibility and predictability, which, spoiler alert, seat-based pricing doesn’t offer—but usage-based pricing does.

When we dug deeper, we found that companies can forecast conversations with 75% accuracy—far more predictably than other metrics. That’s why 76% of leaders prefer a conversation-based pricing model, which is easier to track and forecast.

Lastly, when we asked leaders about other pricing factors, the message was clear: 91% believe AI should be included in the cost, not charged as an add-on, and 96% expect platform functionalities to be baked in too. Bottom line—they just want a simple, all-inclusive model that works for their business.

The Future of CX Pricing

Based on our research, it’s clear the future of CX pricing will focus on three key areas: unlimited seats, unlimited AI, and an unlimited platform—all bundled into one simple price per conversation. Here’s why we believe these elements will define the future of CX pricing:

Unlimited Seats

Let’s face it—seat-based pricing has become a nightmare for companies to manage. Between juggling admin, leadership, seasonal, part-time, and full-time roles, companies are drowning in complexity. The future is simple: unlimited seats. Imagine a world where you don’t have to worry about who’s sitting where, when, or how long. Everyone can jump in when needed, and you only pay for the actual customer conversations that happen, not for the people sitting behind the screen.

Unlimited AI

AI is no longer a nice-to-have, it’s a must-have. But here’s the deal: AI shouldn’t come with an extra price tag. Our research shows that leaders find it laughable when companies treat AI like a luxury add-on. The future of CX pricing? AI should be fully integrated into the platform, available to all, without any surprise costs. Whether it’s helping a customer resolve an issue or supporting a rep with smart suggestions, unlimited AI means your business can scale efficiently and stay competitive.

Unlimited Platform

Why should you be charged separately for the tools that power your business? In the future, CX platforms will offer unlimited access to all features, channels, and capabilities under one roof. No more being nickel-and-dimed for everything a platform has to offer. You’ll have everything you need to manage customer interactions across every channel—from voice and chat to email and social—without worrying about surprise fees or add-ons.

One Price Per Conversation

At the heart of the future of pricing is one simple price per conversation. This model is not only predictable but also scalable. Companies can forecast conversations far more easily than resolutions and this creates a transparent, straightforward pricing structure. Pay only for the value you’re getting—actual customer interactions—rather than the seats you may or may not use. It’s the perfect blend of flexibility and predictability that so many businesses are craving.

Kustomer’s New Pricing Approach

We’ve talked about the future of CX pricing—unlimited seats, unlimited AI, and an unlimited platform—all bundled into one simple price per conversation. But what does that look like in practice?

Kustomer’s new pricing approach brings this vision to life with three flexible options, all based on a per-conversation model. If a customer prefers the “unlimited option”, great—but if they need something different, we’re here to meet them where they are.

We understand that not everyone will be ready to adopt this usage-based pricing model right away, and that’s okay. Just like Netflix, which offered both a DVD mail-in service and streaming when they launched, we want to give customers the choice. While we believe everyone will eventually see the immense benefits of our new model, we’re sensitive to those who need time to adjust. That’s why we’ll continue to support our traditional seat-based pricing for the foreseeable future.

Summary

Our research shows that seat-based pricing is creating complexity for many companies, and they’re ready for a change. The future of CX pricing lies in unlimited seats, unlimited AI, and an unlimited platform, all offered at one simple price per conversation. Kustomer’s new pricing approach brings this vision to life, with flexible options starting at just 59 cents per conversation. While we believe this model is the future, we’re also offering support for traditional seat-based pricing for those who need time to transition.

Explore more about our new pricing model on our website or contact our sales team to find the best fit for your business.