Cogito Adds CX and SaaS Expert to Board

Leadership team welcomes Susan Carstensen to empower empathy at scale in the enterprise

BOSTON–(BUSINESS WIRE)–Cogito, the leader in AI Coaching Systems for the enterprise, today announced the appointment of its new board member, Susan Carstensen. With decades of experience at purpose-driven CX and SaaS organizations, Susan will provide critical guidance as Cogito drives impactful customer experiences in the Empathic Enterprise.

“I’m pleased to welcome Susan to our board, and I look forward to partnering with her. Her leadership and experience with high-growth, customer-first companies will be invaluable as we continue to grow and expand the adoption of the AI Coaching System in the enterprise,” said Josh Feast, CEO and Co-Founder of Cogito. “We have experienced significant growth, supporting our strong customer base with novel technology. Susan’s knowledge of our industry, customers, operations, and building culture will help Cogito realize our goal of becoming a high-performing, highly admired industry leader.”

Susan, a Founding Partner at Yellowstone Growth Partners, currently sits on the boards of several companies, including Quiq, D.A. Davidson, Foundant, PFL, EarlyStageMT, Hatch, MSUIC and onX. She brings extensive and relevant financial, operational and customer service experience, which she acquired by serving as an executive at companies such as RightNow Technologies (acquired by Oracle). There, she served as CFO, COO and SVP of Customer Experience.

“Susan is a strategic addition to the Cogito team, where she will help position Cogito for continued growth – right when enterprises need human-aware technology the most,” said Mark Midle, Managing Director at Goldman Sachs Growth Equity. “There is no substitute for her executive experience in fast-growing, market-leading customer experience organizations. Combining her guidance with that of the existing board and executives will help Cogito more rapidly realize its potential and enable more enterprises to benefit from its AI Coaching System.”

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About Cogito

Cogito’s AI Coaching System augments professionals enabling organizations to deliver empathy at scale. The human-aware technology instantly analyzes hundreds of behaviors within conversations to provide live in-call guidance combined with a real-time measure of customer experience. Cogito is augmenting thousands of phone professionals in the world’s most successful enterprises – increasing revenue, enhancing service and elevating the quality of care. Cogito is a venture-backed software company located in Boston, MA. Learn more at



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Ellie Breslin

Cogito Corporation

Joel Makhluf, 617-580-3101

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