Leadership

Why Kayak's coders handle customer service

At Kayak, co-founder and CTO Paul English has his coders and programmers field all customer service calls. He even takes a few himself.

Key tips from past leaders
Jeff Smisek 
Jeff Smisek

"We are professional crisis managers in the airline business, and we're very good at it. We remain calm." Play

Patricia Yarrington
Patricia Yarrington

"In my life I had a number of people who were important and who set certain expectations. You start with your parents -- they always said, "You can do anything you want to, just put your mind to it." More

Leadership
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In this ongoing interview series, FORTUNE senior editor-at-large Geoff Colvin examines the biggest challenges in business through conversations with top executives at the heart of those issues.
@geoffcolvin

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