This week, Marc Bernstein sits down with David Karandish, Founder and CEO of Capacity, for a conversation that stretches beyond tech stacks and into the future of how humans and systems work together. From the outdated CRM to the rise of “systems of engagement,” Marc and David unpack why the traditional software hierarchy is being flipped—and how AI copilots are becoming essential teammates, not replacements. They explore what it takes to design tech that aligns with how people actually get work done, the role of smart automation in the “Decade of the Agent,” and the real story behind the latest M&A movement in contact centers. Whether you’re thinking about how to structure your tools or your team, this episode is a masterclass in strategic clarity.

Timestamps:

00:00 Introduction

01:24 Before Capacity

02:32 CRM, CCaaS, & AI

12:56 Decade of the Agent

18:26 System of Engagement

23:13 M&A Activity in the Contact Center

34:13 Organizing Frameworks

47:00 AI in 3 Years