Zoom's CX Summit 2026: AI and Human Co-Creation in Contact Centers
The summit signals Zoom's push to position itself as a cross-enterprise CX platform, moving beyond standalone contact center software toward integrated, AI-driven customer experiences.
Reporting from 1 source: ASCII.jp.
ZVC JAPAN held the Zoom CX Summit Tokyo 2026 on July 7, with about 700 attendees. Chris Morrissey, Zoom's CX general manager, outlined four forces reshaping contact centers: AI, system integration, journey-based CX, and cross-enterprise strategy. The company's vision emphasizes co-creation of AI and humans. Guests from Espool, Renxa, and Yokohama DeNA BayStars presented their use of Zoom's contact center and AI tools.
Norihiro Shimogaki, president of ZVC JAPAN, opened the event by stating that Zoom's CX is evolving from 'responsive CX' to 'CX that produces results.' The keynote by Chris Morrissey then detailed four forces: AI, system integration, journey-based CX, and cross-enterprise CX strategy. Three companies-Espool, Renxa, and Yokohama DeNA BayStars-shared case studies using Zoom Contact Center and Zoom Virtual Agent alongside AI to improve customer experience. The event attracted over 700 corporate contact center managers and BPO operators.
Synthesized by Yomimono from the 1 cited source below, including Japanese-language reporting where cited, then editorially reviewed before publishing.