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 Zoom’s Chief Information Security Officer, Sandra McLeod, and Chief Privacy Officer, Lisa Owings, for an inside look at how Zoom ensures secure, transparent, and responsible use of AI.

In this session, you’ll explore Zoom’s approach to data privacy and compliance, and learn how organizations can confidently deploy Zoom AI Companion features using built-in admin and user controls.

Key takeaways:

How Zoom builds trust at the core of its AI implementation to protect your organization
Insights into Zoom’s comprehensive data privacy and compliance strategy
The essential controls Zoom offers to safely deploy AI Companion across your teams

August 2025: Zoom’s approach to AI privacy & security

AI is revolutionizing customer experience—but are you leveraging it to drive real connections instead of just automating tasks? Join this session where industry experts break down the next wave of AI in CX and how businesses are using it to boost efficiency, enhance personalization, and transform agent performance.

What You’ll Learn:

Why 92% of companies are increasing AI investments despite declining customer satisfaction
How to move beyond chatbots and IVRs to AI that personalizes, learns, and orchestrates customer interactions
Zoom’s AI-first approach, including AI Companion, agent assist, and federated AI models
Real-world examples of how AI is reducing handling times, improving first-call resolution, and elevating CX quality

From Automation to Connection: The New Era of AI-Enhanced CX

The way we work has changed for good—it’s not just about where we work, but how we work as well. AI is rapidly transforming how we communicate, collaborate, and get things done.

In this session, Smita Hashim, chief product officer at Zoom, will explore how Zoom AI Companion is bringing together AI agents helping people work smarter, scale their impact, and strengthen human connections and serve their customers better. 

She’ll unveil Zoom’s latest AI innovations, demonstrating how they extend beyond meetings and customer interactions to redefine both employee and customer experiences—so you can focus on the work that truly inspires you.

AI that just works: AI agents on communication, collaboration, and employee and customer experiences

In this special AI & Copilot Month session, David Dungay from UC Today sits down with Leo Boulton, Head of Product & Solutions and Industry Marketing at Zoom, to dive deep into the game-changing world of Agentic AI. With the recent evolution of Zoom AI Companion into a proactive, intelligent assistant, the stakes for workplace automation have never been higher.

What does this mean for businesses looking to scale efficiency, streamline workflows, and customize AI for their unique needs? Find out as we unpack the opportunities, risks, and real-world impact of AI-driven transformation.

AI isn’t just a tool anymore—it’s a proactive digital agent that can reason, remember, and act without user prompts. Zoom has taken AI to the next level, and in this must-watch interview, we explore:

How Zoom’s AI Companion has evolved from an assistant to an agent, enabling seamless task automation and personalization.

The biggest opportunities in AI, from boosting employee productivity to creating smarter, more connected workflows.

The risks and challenges of agentic AI, including data privacy, security concerns, and ensuring human control.

Real-world AI impact, from meeting summaries to dynamic collaboration tools like Zoom Docs, AI-generated clips, and revenue acceleration tools.

With AI customization becoming a critical differentiator, Zoom is giving businesses the power to train and personalize AI agents for industry-specific needs. But is cost still a barrier? Is AI replacing jobs or creating new opportunities? Leo Boulton breaks it all down in this informative discussion.

Zoom Unleashes Agentic AI

AI Meets Human Touch—Are You Ready for the Future of Customer Service?

Watch our on-demand webinar to explore how AI-powered virtual agents are transforming the customer experience. From streamlining support to managing complex interactions, learn how the right blend of AI and human expertise is redefining the way businesses connect with customers.

What you’ll learn:

Expert insights from Zoom’s AI and CX leaders
Industry trends and analysis from top analysts
Real-world examples from businesses already using AI
Actionable strategies to enhance your customer experience

Whether you're just beginning your AI journey or refining your CX strategy, this on-demand session offers valuable takeaways—anytime, at your convenience.

Blending Human and AI Agents to Transform Customer Service

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

In this in-depth look at generative AI adoption in the enterprise, the editorial team behind CIO Dive will convene experts and executives to discuss key lessons from the early days of adoptions and the challenges that still lie ahead.

In Zoom's fireside chat, we'll discuss how AI is evolving from reactive tools to proactive agents that understand context and take meaningful action. We'll explore how AI agents are transforming business operations, what sets Zoom's AI approach apart, and how executives can strategically embrace AI as a business enabler rather than just an automation tool.

Transforming Work with Agentic AI: A Conversation with Zoom

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.

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

Customer Experience

Contact Center

Communications

Unified Communications

Customer Loyalty

Artificial Intelligence

Customer Service

Personalization

Call Center

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.

Improve Customer Experiences with Zoom Contact Center

Presented by

About this talk

Zoom