Exploring Zoom’s CX Vision with Global CX Lead Michelle Couture

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AI adoption is accelerating across the enterprise, but many contact centers are still navigating how to bring AI and human agents together in a way that strengthens the customer relationship. Leaders want efficiency, but customers demand connection, empathy, and fast resolution.

Zoom believes these goals are not in conflict. With a connection first approach, AI becomes an enabler rather than a barrier, reducing customer effort and empowering agents with real-time guidance and knowledge.

In this interview, we speak with Michelle Couture, Global CX Lead at Zoom, about how AI, automation, and human expertise can work together to deliver consistent, efficient, and emotionally intelligent customer experiences.

What You’ll Learn

• How to identify support moments where human empathy adds long-term value
• Why resolution rate and customer effort score matter more in the AI first era
• How Zoom AI Expert Assist supports agents with guidance, summaries, and context
• How to prevent AI over-reliance while improving agent performance and consistency
• How Zoom creates a connected experience despite legacy systems and tech debt

With a connection-first mindset, companies can modernize without losing the human elements that drive trust. When AI amplifies what agents do best, customer relationships grow stronger and outcomes improve across the entire journey.

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