As a digital transformation leader at the intersection of technology and higher education, Karthik Venkatesh knows how to navigate investments in CRM, analytics, and AI with a focus on the user. For institutions and students alike, data is only as good as its applicability — and that begins with a data strategy that drives alignment and enables intuitive, meaningful capabilities. He spoke with Chris about the future of 24/7 support, business value as starting point, and personalizing and contextualizing digital experiences for everyone.