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Business is War:
What Tech Gives You the Advantage
Brandon Knight
Global Head of Channel CX
Zoom

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CUSTOMER ACQUISITION & RETENTION.

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Customer Experience (CX) is an aggregate of a
customer’s total experience with a brand. It is
not an interaction or snapshot in time
It is the process of engaging with customers
through a channel – SMS, chat, voice, video etc.
– that the customer desires to use, on their
terms, whenever and wherever they want to
communicate.
What is CX?

© 2022 Zoom Video Communications, Inc. Confidential - Internal Use Only
Confidential - For Internal Use Only. © 2022 Zoom Video Communications, Inc.
58%
Of organizations said one of their top
priorities for pursuing digital initiatives is
to enhance customer experience
75% Of contact centers plan to invest in CCaaS
CX has ushered in a new era

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Confidential - For Internal Use Only. © 2022 Zoom Video Communications, Inc. 6
Business challenges
Customer satisfaction
and retention
Improve customer experiences,
loyalty, and retention
Agent productivity and
efficiency
Equip my team with technology
that’s easy to use and integrates
with my business applications
High agent/employee
turnover
Improve agent experiences,
minimize burnout and churn
High call volume and
wait times
Enable my customers to self-
serve 24/7 and reduce
interactions to the contact
center

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How Does CX Drive Digital Transformation
01
02
03
04
Consumer Demand
Consumers want more personalized
and efficient interaction on whatever
platform they choose to communicate
Company Adaptation
Companies must adapt to the
changing needs of the
consumer and the hybrid work
environment of employees
Digital Transformation
Automation of certain processes
combined with intuitive agent tools
help companies meet these new
goals
Business Optimization
As a result of 1 and 2
companies look to optimize
their processes and staffing so
they can do more with less
This brings the battle to the CIO/CTO doorstep

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Choose your weapons wisely
Premises-Based,
disparate technology
systems and
Brick/Mortar agent
environments
Cloud-based, Omni-
channel telephony with
integrated CRM and
Skills-Based routing
delivered by WAH
agents
Cloud-Native,
interactions platform
with seamless API
agnostic integrations,
Intelligent routing and
Hybrid agents using
Conversational Ai and
advanced analytics

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The Right Technology can Collect, Collate, Mine and Present Actionable Data
at the appropriate time for the biggest impact.
What it Means….
IVR
ACD
CRM
CHA
T
GPT
TEXT/
SMS
WFO
WFM
RTA
Ai
Virtual
Agent
Performance
Mgt
APi
CTi
Web
Chat
Collaboration
Tools
Agent
Interface
Self-Service
Portal
Workflows
Video
Meetings
The Wrong Technology can be ineffective, costly and underutilized
RPA
Machine
Learning

How Do You Know the Difference
● Consultative Sales Process
● Simple Pricing
● Features Based on Consumer Need
● Product Feature Vomit
● Complex/Confusing Sales Process
● Tourist Pricing

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Suppose for a Moment

© 2022 Zoom Video Communications, Inc. Confidential - Internal Use Only
The Right Solution Means
Cost
Savings
Through licensing and IT
operational efficiencies
Employee
Productivity
Through common user
interfaces and easy access to
back-office experts
Ease of
Management
Through using the same back-
end infrastructure for both UC
& CC platforms

© 2022 Zoom Video Communications, Inc. Confidential - Internal Use Only
What’s Actually Trending…
13
1. The Importance of EX to drive CX Finally Hits Mainstream
2. Quiet Quitting effects CX faster than other parts of the business
3. AI to Navigate Complex Resources exceeds use of Human Sounding Bots
4. B2B Video Interactions Continue to Increase even as Covid subsides
5. Two-Way Social Media Communication
6. CSAT specific to Hybrid Work Environment DOUBLES even WAH
7. Increased Emphasis on Self-Service
8. Consumer to Business Text Messaging/SMS is Fastest Growing Channel
9. Regulatory Agencies Crackdown after Covid-Related leniency
10. Cybersecurity Acts on the Rise as a result of WAH

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THANK YOU!
Q&A