[Boston, 06.02.2026] — Text announced that it is replacing its traditional account executive sales model with one that is driven through the customer service function. As part of this transition, Text is dissolving its global sales department. This move aligns with the company’s new approach, positioning customer service as a profit engine for enterprise and e-commerce.
"We believe the future is customer service on offense, which is not just solving problems, but building relationships, driving revenue, and creating growth," said Mariusz Ciepły, CEO at Text. “We felt it was important to lead the way with confidence, to show our customers what is possible when you combine direct customer relationships and the support of AI agents. We are looking long-term for both our customers and us with this new approach.”
The company replaces the traditional account executive model with implementation-led pod teams. Small, cross-functional, and self-sufficient groups of professionals that operate autonomously to deliver business outcomes. The operators and builders deploy, prove value, and let the product close. The customer service team plays a larger role in driving new revenue through a combination of human interaction and supporting and training new AI sales agents.
“We are making a strategic go-to-market shift. We don’t want one team selling the vision and another team helping customers realize value. We want the customer to be amazed by their experience from the very first touch, one that is driven by an intelligent assistant that understands them and their needs, with the right human support at the right time .” - Rafał Cebo-Kloc, CGTMO at Text.
The transformation is effective immediately. More about Text’s strategic changes are available here: Text turns customer service into a profit engine with new Agentic AI capabilities.
About Text
Text Inc. is built on the foundation of LiveChat, the category-defining platform that pioneered modern live chat and brings over two decades of experience in conversational customer experience, now extended through AI-driven capabilities. The company serves more than 35,000 customers worldwide, including Unilever, Atos, Wembley Stadium, MIT, Stanford, and Coop Travel. Text Inc. is headquartered in Boston, Massachusetts, and is part of the Text Group (WSE: TXT, TXT.WA).
Text is a new product in Text Inc.'s portfolio. It’s a customer service profit engine that consolidates sales, support, and customer growth into a single, user-centric application. By replacing fragmented tools with a cohesive architecture, Text empowers departments to scale through seamless, data-driven interactions.
