Listening to the Customer in the Age of AI with Omer Kehat of Revuze

In this Winners Circle episode, host Russ Fordyce sits down with Omer Kehat, VP of Product at Revuze, to explore how AI is transforming voice of the customer from static dashboards into an always on decision engine. Omer shares the journey of evolving a decade old SaaS platform into an AI powered system that helps brands understand not just what is happening in their business, but why it is happening and what to do next.He explains how Revuze ingests product reviews, social conversations, support tickets, and other signals to uncover patterns at a granular SKU level so brand and product teams can see the real drivers behind sales spikes, slumps, and reputation shifts. Omer walks through concrete examples, from uncovering a hidden product defect by detecting complaints about a strange smell, to helping teams prioritize fixes, messaging changes, and roadmap decisions based on what customers actually say rather than internal guesses.The conversation digs into what makes specialized, category aware AI different from generic LLMs. Omer breaks down Revuze’s category context models that understand nuance like what “good battery life” means for a phone versus a drone, and why that matters when millions of dollars in marketing and product investment ride on the insights. He and Russ also tackle the rise of generative engine optimization, and how brands need to think about making their products legible not only to humans, but to the AI systems customers now ask for purchase advice.Omer offers a candid look at the internal product journey as well. He shares the tradeoffs of moving from analyst centric dashboards to natural language interfaces everyone in the company can use, the challenge of making AI outputs visual and engaging rather than walls of text, and the constant question of proving value beyond “I could just ask a public chatbot.” He also talks about pricing and access, and why Revuze chose unlimited seats and a more accessible model to democratize voice of the customer across organizations, not keep it locked with a few analysts or agencies.For leaders wrestling with how to bring AI into existing products, Omer outlines a mindset of embracing speed, experimentation, and fast course correction rather than waiting for perfect plans. He and Russ connect this to a bigger shift away from survey only listening and toward a world where reputation, loyalty, and growth depend on continuously mining the real conversations customers are already having across the web.If you care about brand reputation, product strategy, or the future of customer insights in an AI first world, this episode offers a practical, story rich look at what it takes to build meaningful, trustworthy AI on top of messy human feedback.