Elevate Your CX Strategy. One Episode at a Time.
Stay ahead of the curve with "Zoom in on CX." In a world where customer expectations are constantly evolving, staying informed shouldn't feel like a full-time job. The Zoom in on CX podcast will bring you the latest industry trends, and actionable insights for you to take away and incorporate in to your organisations.
Is CX a strategy or something deeper? Katie Stabler, author of CXism, makes the case for treating customer experience as a company-wide philosophy, not just a project.
AI that solves customer problems before they finish explaining them. Ram Rajagopalan, Zoom's Head of Product for CXAI, reveals how building AI around real customer pain points.
Everyone's deploying AI in the contact centre. Almost no one is measuring whether it's actually working.
In this episode, James sits down with CX consultant Nerys Corfield to unpack why so many AI rollouts stall in the "trough of disillusionment" — and what separates the businesses getting real value from those chasing hype. They dig into why voice interactions still matter, how AI can reduce cognitive load for frontline agents without losing the emotional intelligence that drives loyalty, and why finance-led AI agendas often miss the mark on customer experience. Nerys also shares her framework for the metrics leaders should...
Andy Kingston, Head of Consumer Channels Transformation, joins Zoom to discuss what it takes to modernise large-scale customer and employee experiences, bringing thousands of employees together to deliver more connected, hybrid and human-centric digital services.