Zoom is the AI-first work platform for human connection. 

Work happy with AI Companion, reimagine teamwork, enhance customer relationships, and enable seamless experiences with a choice of third-party apps and integrations for best-in-class collaboration. Explore our content to see it in action!

Join us for an insightful webinar where we delve into the emerging customer experience (CX) trends set to define 2025. Gain actionable strategies and tools to stay ahead in the competitive CX landscape.

What You’ll Learn:

-2024 CX Trends Recap: Explore the key transformations that defined customer experience in the past year and their impact on 2025.

-Expert Predictions for 2025: Gain insights from leading analysts about emerging trends, including the growing influence of AI and intelligent self-service.

-The Expanding Role of AI: Discover how AI is reshaping the customer journey, driving personalization, and improving efficiency.

-Shifting Customer Expectations: Learn how evolving consumer demands are influencing the future of CX and what it means for your business.

-Actionable Strategies for the Future: Get practical tips to stay ahead, leveraging technology and insights to deliver exceptional customer experiences in 2025 and beyond.

The future of Customer Experience: Trends and Strategies for 2025

AI adoption is transforming businesses, but responsible implementation is key to maintaining security, privacy, and compliance.

Join Cheree McAlpine, Chief Legal Officer at Zoom, and Hanan Szwarcbord, VP & Chief Security Officer at Micron Technology, as they share best practices for implementing AI within your organization. Szwarcbord will discuss how he worked with legal and compliance teams on Micron’s journey to enabling Zoom AI Companion, while McAlpine will provide her perspective on AI as a CLO’s standpoint. Together, they’ll explore key legal and compliance considerations to help your organization confidently adopt AI.

In this webinar, we’ll discuss:

How to customize AI settings to meet your company’s privacy and security standards.
Strategies to train and engage employees to ensure smooth AI adoption.
How to communicate AI usage transparently to build trust with employees and stakeholders.

Navigating Legal and Privacy Challenges in AI Implementation

Contact centers have faced the same set of challenges for decades. Attrition, agent disengagement, repeat contacts… you know the list. Yet, new trends in automation, remote working, and channel management, not to mention ever-increasing customer expectations, are only making that list longer and longer.

To make matters worse, a dramatic period of change is coming for many contact center leaders in the form of new technologies and pressures from the C-level and the Boardroom. With 80% of customers reporting that the experience a company provides is just as important as its products or services - the time to act is now.

Thankfully, Adrian Swinscoe - a prominent CX advisor, author, and leader – joins CX Today’s Charlie Mitchell and Zoom’s Chandler Galt, Senior Product Marketing Manager, Zoom Contact Center to take us through what this massive shift, or third wave of CX, may look like.

In doing so, he shares his suggested approach for dealing with the change – alongside all those other challenges – and keeping contact centers ahead of the curve. Hint: AI alone isn’t the solution.

What Will We Cover?

• The current challenges contact centers are facing.
• The imminent challenges many will soon have to confront.
• A practical approach to handle these challenges and period of change.
• The opportunities contact centers can seize by following this approach.

The Contact Center Evolution: The Missing Pieces to Make AI a Success

In this session, learn to securely integrate AI into your organization while upskilling your workforce with the right tools and knowledge. 

From AI adoption strategies and training your team to fostering a culture of trust and using AI to improve the customer experience, Anthony Abbatiello, CEO Advisor and Workforce Transformation Practice Leader at PwC, and Pascal Bornet, Artificial Intelligence and Automation Expert, will show you how to balance innovation with human connection and establish best practices for AI use. 

This session will help you develop an action plan for leading your team to AI-enhanced productivity and success.

Building Competence and Confidence: Training for Human-Centric AI

Ready to unlock AI’s full potential for your business? This session will guide you through how to use AI as a powerful tool to boost productivity and efficiency, along with real-world examples of companies gaining a competitive edge using AI, and what resources experts use to implement this technology successfully. 

Join Craig Williams, Chief Digital Information Officer at Ciena, and Necole Jackson-DeJoie, Global Executive Director and Product Portfolio Lead at Boston Consulting Group, as they share their experiences with AI implementation, the game-changing results they’ve seen, and the next steps on their AI journey. You’ll walk away with actionable insights from your peers and strategies to jumpstart your AI journey with confidence.

Putting AI into Action: Practical Steps to Enhance Productivity and Gain an Edge

Discover how AI can streamline your workday, eliminating inefficiencies and enabling smarter, faster decision-making. Join our webinar to explore best practices for implementing AI, boosting productivity, and future-proofing your workflows. Learn how an AI-first collaboration platform can simplify routine tasks, jumpstart content creation, and keep your priorities on track—all while transforming the way you work.

Key Takeaways:

- Uncover 5 best practices for successful AI implementation.
- Maximize ROI and achieve productivity gains with generative AI.
- Learn how AI adoption can optimize workflows and future-proof your processes.
- See how an AI-first collaboration platform enhances workday efficiency and outcomes.

From implementation to impact: Maximize AI’s potential in your workday

Join Michelle Couture, CX Product Marketing Lead at Zoom, to address a common frustration: inefficient and disconnected customer support. We've all experienced the frustration of repeating details, endless transfers, and unresolved issues.

This session will explore how integrating Unified Communications (UC) and Contact Center (CC) into an AI-driven Total Experience strategy can revolutionize customer support. Learn how seamless data sharing, smarter call routing, and efficient issue resolution lead to happier customers and empowered teams.

Key Benefits:

- Cost Efficiency: Optimize resources with bundled solutions that enhance team collaboration.
- Comprehensive Insights: Access a 360-degree view of customer interactions to drive smarter decisions.
- Improved Collaboration: Enable seamless communication between agents and back-office teams for better service.
- Empowered Teams: Provide tools and connections to boost agent efficiency, satisfaction, and retention.

Discover how an AI-first Total Experience solution can transform your customer support and organizational workflows. Don’t miss actionable insights to improve resolutions, satisfaction, and communication!

Streamlining customer support: Unifying UC, CC, and AI for a seamless total experience

Join to explore how Zoom tackles trust, data privacy, and security in AI implementation. We’ll dig into the controls Zoom provides to help accounts roll out Zoom AI Companion features safely and securely within their organization. Then, hear from Zoom’s Chief Information Security Officer, Michael Adams, and Chief Privacy Officer, Lisa Owings, as they discuss Zoom’s data security, privacy, and compliance strategy, emphasizing the importance of trust in Zoom’s platform.

Zoom’s Approach to AI Privacy & Security

As teams become dispersed, the challenge of maintaining seamless collaboration across time zones, diverse working environments, and varying communication styles has never been greater. But what's truly driving—or hindering—effective collaboration? 

Join Zoom's Leo Boulton, Head of Competitive Market Strategy and Analyst Relations, and Sara Majercak, Research Director, Morning Consult to explore the key findings from our Global Collaboration in the Workplace report, which surveyed nearly 8,000 leaders and employees across 16 countries. We'll delve into the challenges that are holding your teams back, from the overwhelming impact of app overload to the complexities of generational communication preferences. Discover how these issues are affecting productivity, engagement, and communication—and learn actionable insights to transform your global collaboration strategy. 

Key Takeaways:
- Identify the barriers to effective collaboration and understand the impact it has on both leaders and employees. 
- Discover the true impact of app and meeting overload on your team’s collaboration and productivity.
- Understand generational communication preferences to improve engagement and streamline interactions within your teams.
- Explore how incorporating AI into your team’s workflow can drive better outcomes.

The hidden costs of bad collaboration — Findings from our global collaboration report

Reimagine teamwork with Zoom Workplace, an open collaboration platform with AI Companion. your AI-powered collaboration platform.

Learn the basics of Zoom Workplace; an open collaboration platform with AI Companion designed to address the challenges faced by modern businesses. 

Key Takeaways:

- Managing all of your communications from a single app
- Continuing chats before, during, and after the meeting with continuous in-meeting chat
- Translations and multi-language support
- Workflow automation for common tasks and activities 
- Elevating a chat to a phone call or meeting

Reimagine Teamwork with Zoom Workplace

Delivering exceptional customer experiences is essential to building loyalty and trust. With Zoom Contact Center, you can provide prompt, accurate, and personalized interactions through an AI-powered, omnichannel solution.

Join to explore how Zoom Contact Center simplifies customer service with intelligent meeting recaps, personalized self-service tools, and AI-driven features that enhance efficiency and satisfaction.

What You’ll Learn:

- Key features of Zoom Contact Center and how they drive better experiences.
- How AI-powered tools streamline workflows and improve customer outcomes.
- Strategies to personalize self-service and create seamless interactions.

Improve Customer Experiences with Zoom Contact Center

Future-proof your business and forge stronger connections with the unparalleled capabilities of Zoom Phone.

In today’s fast-paced business environment, you need a reliable, integrated, and modern cloud phone solution. Look no further, Zoom Phone is an easy-to-use, reliable, and secure modern business phone system with AI Companion.

What you’ll learn:

- How Zoom Phone connects globally regardless of location, time zone, or device
- AI Companion features can help you feel confident in your phone system
- How Zoom Phone enables secure voice calls across all supported devices

Keep Your Business Connected with Zoom Phone

Imagine spending hours in meetings only to realize that critical action items and key discussions are lost in a sea of notes. Alleviate the need to make sense of it all, and discover a new way to work with Zoom Docs.

Join Zoom leaders to learn how Zoom Docs with AI Companion transforms meeting content into actionable documents, streamlines collaboration, and enhances productivity across your organization. With Zoom Docs, you can bring teams together, share ideas, and get more done.

Key Takeaways:

- Learn how Zoom Docs with AI Companion is built differently than other doc tools and what AI-first means at Zoom.

- Discover how to seamlessly integrate AI-first docs into existing workflows and adapt them to your different team and project needs.

- Explore how Zoom Docs with AI Companion can turn meeting content into actionable documents that save time and enhance productivity.

- Experience a live demo of Zoom Docs to see how easy it is to create, share, and innovate together.

Supercharge collaboration and improve meeting effectiveness with AI-first docs

Traditional phone systems can be costly to maintain, lack scalability, and struggle to support flexible work effectively. It's time to cut the cord on these limitations and embrace a cloud phone solution that not only saves costs but also enhances flexibility, efficiency, and productivity.

Join Zoom's Asiya Gorelik, Product Marketing Manager, Zoom Phone & UCaaS, to learn why it’s time to migrate to the cloud and how Zoom Workplace – an open collaboration platform with AI Companion capabilities – can help future-proof your business. 

Key Takeaways:
- Uncover actionable insights that can help assess your readiness for migrating to the cloud
- Discover how consolidating your communications in a single platform can reduce costs, simplify management, and improve the employee experience
- Explore how to modernize and supercharge your phone communications with Zoom AI Companion

Cut the cord: 5 reasons you should migrate to the cloud

Join us for an insightful webinar as we delve into AI’s transformative impact on enhanced customer experiences. Discover how AI technologies are transforming contact centers, streamlining agent workloads, and fostering more meaningful customer engagements. This session is designed to equip you with actionable insights and strategies to elevate your CX to new heights.

Key Takeaways:

- Gain a deep understanding of the key priorities for contact center leaders in today’s fast-evolving landscape 
- Discover how AI automates routine tasks and provides agents with real-time insights, freeing them to focus on more complex and value-added interactions 
- Learn how AI personalizes customer interactions driving higher satisfaction and loyalty.
- Get a glimpse into the future of contact centers 
                                                                                                                                                                                                                                                                                                 
Don’t miss this opportunity to gain practical knowledge and innovative strategies for leveraging AI to enhance agent efficiency and customer satisfaction. Register now to secure your spot!

Unlocking the future of customer experience

In today’s fast-paced business environment, you need a reliable, integrated, and modern cloud phone solution. Cloud phone providers that can’t keep up with your growing needs lead to missed opportunities and inefficiencies.

Join Zoom's Asiya Gorelik, Product Marketing Manager, Zoom Phone & UCaaS, and Patrick Nowicki, Competitive Solutions Architect to explore the benefits of modernizing your business communications with AI capabilities and understand why it might be time to switch your cloud phone provider. Discover how Zoom Phone’s innovative, AI-powered features can help you feel confident in your phone system, optimize the way you work, empower the modern workforce, and elevate your customer experiences. Learn directly from our experts about what sets Zoom apart from the competition and why so many businesses are switching to Zoom Phone.

Key Takeaways:
- Discover how Zoom Phone’s cutting-edge, AI-powered phone system can revolutionize your communication strategy. 
- Learn how Zoom Phone can help your team save time, stay focused, and enhance their productivity. 
- Understand how Zoom Phone stands out against key competitors like RingCentral and Cisco Webex.
- See how you can use Zoom Phone with Microsoft Teams

Stay ahead with AI: 5 reasons to ditch your old business phone system

In today’s fast-paced business environment, “good enough” doesn’t cut it to deliver exceptional employee and customer experiences. To get best-in-class experiences, businesses leverage multiple providers. But how do you use multiple systems at once without creating friction? 

Join Zoom's Patrick Kelly, Distinguished Architect, to learn how you can best use both Zoom and Microsoft across your organization. We’ll showcase how to reduce friction across your workflows, leverage Zoom’s AI Companion at no additional cost, and reduce your total cost of ownership while increasing business value. 

Key Takeaways:
- Discover how you can address different user needs with best-in-class workflows 
- See how you can lower your total cost of ownership and increase business value  
- Learn which integrations across Zoom and Microsoft are available to you in a demo 
- Identify ways you can increase reliability and reduce friction

How to enable best-in-class, AI-first collaboration with Zoom Workplace and Microsoft

Voice is vital to digital transformation, as it connects the physical and digital worlds. An all-inclusive voice strategy with transcription, messaging, conferencing, video, and analytics can enhance digital experiences for all. But how would we go about inventing collaboration today for a more distributed, cloud-connected workforce?

Join IDC’s Oru Mohiuddin (Senior Research Manager, Enterprise Communications and Collaboration) and Zoom’s Iqbal Javaid (Zoom Phone and Contact Center, SE Lead)  for this informative fireside chat to discover how a platform approach to cloud-based voice strategy can improve engagement, increase productivity, and establish a resilient collaboration strategy for the broader enterprise ecosystem.

What you’ll learn and takeaway from this webinar:
-How should enterprise organizations maintain flexibility amid continuing change in the workplace and workforce?
-What specific challenges would an enterprise face in deploying an integrated UCaaS + CCaaS service?

Modernizing Enterprise Communication: The Power of the Collaboration Suite

David Strickland (Telehealth Industry Expert, Non-Profit Health Organization) sits down with Ron Strachan (CIO Advisor - Healthcare, Zoom) to share how advancements in AI are creating immense opportunities in EX and CX within the healthcare sector. David Strickland shares his expertise on the life-saving benefits of virtual patient care and home recovery, how AI is evolving to create a seamless patient experience, and the AI strategies healthcare leaders can implement to increase patient satisfaction, engagement, and outcomes.

Zoomtopia Studio: David Strickland on AI & Healthcare

Healthcare

Customer Experience

Employee Experience

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Zoomtopia Studio: David Strickland on AI & Healthcare

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