ZOOM
DIGITAL TRANSFORMATION
ustomer experience( CX) is a fast-changing space – but one company leading the way is Zoom. The communications technology giant is transitioning from a video-first utility – one many of us became familiar with during the COVID-19 pandemic – to an AI-first strategic partner.
This supports projections from Gartner analysts, who predict that, by 2029, agentic AI will autonomously handle up to 80 % of routine customer service requests, reducing operational costs by as much as 30 %.
Zoom is already feeling the effect, reporting a 65 % year‐on‐year increase in contact centre customers and its largest AI Virtual Agent contract to date.
“ With the introduction of AI, I am super excited as to what the next stage of innovation will be in the market,” states Ben Neo, Head of Zoom Contact Centre and CX Sales EMEA.
ZOOM
HEADQUARTERS: CALIFORNIA, USA NUMBER OF EMPLOYEES: ~ 7,500
REVENUE: US $ 24.1BN( AS OF JANUARY 2026)
NUMBER OF COUNTRIES: 109 +
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