Why Chad Peets invested in Parloa

Great investment decisions don’t come from hype. They come from a clear, evidence-based conviction about where value is being created. 

That’s the mindset that Chad Peets, Parloa’s newly added board member, brings to every company he backs. A veteran go-to-market leader with 25+ years of experience building and scaling sales organizations, including early involvement at companies like Snowflake and leadership roles at Sutter Hill Ventures, Chad has spent his career helping founders build disciplined revenue engines and hire repeatable sales talent. 

For Chad, AI in customer experience isn’t just another wave; it’s one of the first enterprise domains where real ROI meets real human impact. The question isn’t whether AI matters, but where it matters most — and customer service delivered through intelligent agents is one of those rare places where efficiency gains and customer satisfaction move in the same direction.

What stood out to him about Parloa was that it wasn’t just another AI product; it was a category-defining platform already proving measurable impact. Chad’s investment philosophy prioritizes companies that blend purpose with profitability, and Parloa represents that intersection: technology that improves how people are served, while meaningfully reducing operational costs.

Seeing a clear ROI in AI customer service

Chad’s rationale for investing in AI customer service is grounded in pragmatism, not trend watching. He zeroes in on where enterprises can actually measure the value of AI adoption — and customer support is that space. The ROI isn’t theoretical. Early adopters are driving down costs and improving key metrics such as resolution time, first-contact resolution, and customer satisfaction, as evidenced by quarterly results.

At Parloa, Chad saw a platform that balances automation with empathy. Its AI agent technology automates high-volume interactions while leaving room for human nuance where it matters most. This balance, where automation enhances rather than replaces the customer–company connection, is precisely what attracted him to invest.

His public commentary on why Parloa was worth backing reinforces this: “Parloa has the incredible combination of the right product, right people, right market at the right time.

The right product, market, and people

Betting on the right combination

Before Chad invests, he looks for three things: a product with real enterprise value from the outset, a market primed for scale, and leadership capable of disciplined execution. Parloa checks all three.

The technology is not aspirational — it delivers measurable results through enterprise deployments and strong customer retention. The market for AI-driven customer engagement is no longer speculative; it’s moving rapidly from pilots to broad adoption. And Parloa’s leadership team has both vision and operational rigor.

What makes great leadership

A major reason Chad was drawn to Parloa is the leadership style of CEO Malte Kosub. Malte brings a blend of technical insight, product savvy, and human-centric thinking that sets the tone for how Parloa approaches AI for customer experience.

Malte co-founded Parloa,  one of Europe’s early conversational AI agencies, and built a foundation in voice-first customer technology, a background that informs how the company thinks about creating human-like AI interactions.

Malte has publicly stated that Parloa sees AI agents as something that will “fundamentally change how customers interact with the brands they trust,” extending far beyond traditional automation to reshape the customer journey.

This kind of leadership — anchored in both deep product understanding and real market opportunity — signals to talent and investors alike that Parloa is not chasing trends, but building for long-term impact.

Building a data-driven growth culture

For Chad, a strong go-to-market organization isn’t built on intuition alone; it’s built on data, accountability, and shared metrics. As a board member, he’s focused on helping Parloa embed that mindset into every layer of the company’s growth engine.

That means moving beyond gut calls to predictable forecasting, metric-aligned pipeline planning, and cross-functional visibility into outcomes. The result is a culture where sales, marketing, and product are not just aligned, but jointly accountable for defining and measuring success.

This isn’t about fixing what isn’t working but about amplifying what is working, through structure and clarity.

The intangibles that drive excellence

What great sales leaders share

Chad is clear about the attributes that drive success in go-to-market teams: intelligence, drive, coachability, and comfort with constructive conflicts. These are much more than buzzwords — they’re qualities he’s baked into his evaluation of sales talent across decades of leadership and board work. 

At Parloa, those attributes aren’t just encouraged but expected. The best GTM professionals thrive in environments where outcomes matter more than titles, where data guides decisions, and where feedback is welcomed rather than avoided.

Joining the mission

Parloa’s mission — making customer interactions feel effortless, conversational, and human through AI — resonates with talent who want to solve real enterprise challenges. The role of AI in customer experience isn’t about replacing people; it’s about empowering teams to focus on what humans do best: empathy, judgment, and complex decision-making.

That mission attracts people who want to build, not just sell; who want to improve customer experience, not just automate it.

Strategic investment, long-term vision

Chad’s investment philosophy is strategic, not opportunistic. He evaluates how capital enables execution, not just expansion. That’s why Parloa’s fundamentals — a strong product, a large and growing market, and leadership with a balanced blend of humility and intellectual rigor — align with his long-term view on sustainable growth.

For GTM professionals evaluating their next move, Parloa represents more than a hot category. It’s a company built for disciplined scale with governance, data-driven execution, and leadership intent on long-term value.

Looking ahead

Looking forward, Chad is optimistic about Parloa’s trajectory. With deepening enterprise adoption, continued product innovation, and an expanding global footprint, including strong momentum in the U.S. and Europe, he sees a future where AI isn’t just part of customer service, but central to how companies meaningfully connect with people. 

For sales and go-to-market professionals drawn to measurable impact, data-driven culture, and mission-centric innovation, Parloa presents a rare opportunity: to define the next era of intelligent customer experience.