Cost per Contact Is Quietly Costing You Customers
A cheap interaction can be an expensive failure. The contact center’s favorite metric stops counting precisely where the customer relationship starts to matter.
Read the full storyLatest People
Newly on the record
Venky Soundararajan
A biological engineer trained to read proteins now builds machines that read the unruly archive of medicine. His wager is simple to state and difficult to execute: the next useful discovery may already be hiding in the record.
Kathy Morgenstern
A college swimmer became a sports journalist, an aquatics leader and, eventually, the person who turns a ticket into a journey. Her career makes a persuasive case that the best travel plans begin long before the boarding call.
Sarah Rahal
The physician-turned-founder took one unfamiliar ingredient from a direct-to-consumer launch to 10,000 retail doors. Her sharpest growth decision may have been the year she spent saying no.
Datta Kaligotla
After helping build Handshake's AI effort, the young engineer moved into industrial operations. At Faraday, his argument is simple: an agent earns its place only when the work survives contact with the real world.
Andrew Gostine
A six-hour night of clerical absurdity gave a physician-entrepreneur his enduring problem: hospitals ask skilled people to behave like data-entry clerks. His answer is an ambient system built to notice the work, record it and then get out of the way.
Aleksandr Zverinskiy
The Tampa psychiatrist has spent his career moving between the exam room and the operating map - building a practice around the stubborn distance between available care and the people meant to receive it.
Companies
On the wire
Riot
Saas · San FranciscoRiot began with a rude discovery: clever security systems still lose when a hurried employee clicks. Six years later, its five-minute coach has grown into a live defense layer for more than two million people.
LOKE
Saas · LondonLOKE began with loyalty and discovered that the humble food order was the better way in. Now it is trying to turn every tap, payment and pepperoni pizza into a customer relationship the restaurant actually owns.
Parallel Domain
Ai · San FranciscoParallel Domain spent six years inventing roads for autonomous machines. Then it decided reality was the better author - and rebuilt the company around the moments when machines get things wrong.
Kite
Ecommerce · New YorkKite arrived with an accomplished chief executive, an elegant theory of commerce and $200 million in committed equity. It closed after drawing about one dollar in eight - a neat lesson in how quickly a clever platform becomes useless when the deals that feed it disappear.
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Cost per Contact Is Quietly Costing You Customers
A cheap interaction can be an expensive failure. The contact center’s favorite metric stops counting precisely where the customer relationship starts to matter.
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