Only 22% of customers today can choose how they engage with brands—by 2030, they’ll expect complete control. Discover the future of omnichannel CX and the technology reshaping customer interactions.
CX in 2030: Future of the Omnichannel Contact Center
May 20 | 12 PM ET
CX in 2030: Future of the Omnichannel Contact Center
May 20 | 12 PM ET
With over 20 years of experience in the customer experience (CX) technology sector, Karaline Veneizia is a seasoned leader driving innovation and transformation. Currently serving as the Chief Revenue Officer (CRO) at Capacity, an AI-powered support automation platform, Karaline is dedicated to enhancing customer interactions through advanced technology solutions. Before her role at Capacity, she spent two years as Chief Commercial Officer at XtendOps, a prominent CX outsourcing firm, where she honed her skills in commercial strategy and operational excellence. Karaline also served as Vice President of Industry Solutions at Capacity for four years and spent over six years as a sales leader at ForeSee, a leader in CX measurement. In these roles, she played a crucial part in developing strategies that drive customer satisfaction and business growth. Karaline's extensive expertise in CX technology positions her as a thought leader in the industry, dedicated to leveraging data and innovation to create exceptional customer experiences.
Tuesday, May 20th
2:45 PM Start with Problems, Not Products: Why a Holistic CX Approach Wins Customers
In 2025, technology is everything. From generative to agentic AI, there is so much potential for new tech to transform operations. But, modern contact center leaders must leverage an intentional approach if they want to make meaningful change.
Karaline Venezia, Chief Revenue Officer at Capacity, joins this session to share insight on leading with a holistic approach to CX. At a time when siloed systems and fragmented tools are driving inconsistent and frustrating customer experiences, organizations must work to tackle key challenges and unify operations. By starting with problems over products, leaders can achieve a holistic approach that drives a truly connected experience.
This session will also discuss:
- How to shift from a vendor selection to partnership approach
- Insights to overcome key challenges and begin building a holistic CX strategy
- Next-steps for organizations at every stage of the journey
About Capacity
Founded in 2017, Capacity is an AI-powered support automation platform that uses practical and generative AI to deflect tickets, emails, and phone calls—so your team can do their best work. More than 19,000 companies across industries use Capacity for external customer support and internal employee enablement. Today, Capacity offers support over web, SMS, email, voice, social, Slack, MS Teams, helpdesks, and more. To learn more about Capacity, visit Capacity.com.
