Blog

  • Reinventing customer service: the modern contact center

    Frustration. Impatience. Disappointment. Anger. These are feelings associated with a negative customer experience...and the old adage that an unhappy customer complains to 10 others?  No longer true. Thanks to social media that now sits at 1,000 or more! Furthermore, the cost of acquiring new customers is 5 to 25 times that of retaining existing ones, so the effects of poor experience can be absolutely devastating. Poor  experience can result from a number of factors such as being…

  • Focus on Fintech: The Opportunity to Transform Financial Services

    The size of an opportunity has a direct relationship with the potential for outsized returns. Again and again, we’ve seen that the companies with the largest magnitude of success are those that target massive markets, primed for innovation. Over the course of NEA’s 35+ year history, this market opportunity-to-success ratio has fueled disruption in industries from software to healthcare, to energy, to education, and beyond. Long story short: if the market’s big and the state of…

  • Becoming NEA: A New Look for a Storied Brand

    “…it’s a healthy thing now and then to hang a question mark on the things you have long taken for granted.” - B. Russell A few weeks ago, I ran into one of NEA’s retired GPs in our Menlo Park office. This is not unusual—it seems that people rarely retire from NEA, they just spend less time in the office. On this particular day, it felt serendipitous…I’d been trying to chase down a bit of firm history for weeks, and if anyone could restore some…

  • Forter: The new force behind retail and ecommerce security

    A decade ago, when we heard the term “retail security” it was likely to evoke images of mall security guards patrolling local shopping centers. But now, it’s 2016 and things have changed. According to the U.S. Department of Commerce, ecommerce sales were $341.7B last year (up 14.6% ), with ecommerce as a percent of overall retail sales also continuing a steady climb. With the shift in the way people spend, comes the demand to evolve protection of companies and consumers.…

  • Envisioning the Future

    Sometimes in the business of venture capital, we have the privilege of seeing the future. Six years ago on my very first day here at NEA, Lytro’s founder Ren Ng bounded into our conference room with a remarkable camera his team had built on the principles of his groundbreaking ­­­ and award winning ­­­ Stanford dissertation on light field imaging. It was a computational camera that collected way more data than a conventional one, effectively turning optics into…