{"id":76700,"date":"2025-11-25T17:39:42","date_gmt":"2025-11-25T17:39:42","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=76700"},"modified":"2025-11-25T17:39:57","modified_gmt":"2025-11-25T17:39:57","slug":"zoom-reveals-ai-transformation-strategy-in-latest-earnings-report","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/","title":{"rendered":"Zoom Reveals AI Transformation Strategy in Latest Earnings Report"},"content":{"rendered":"<p><span data-contrast=\"auto\">Zoom has announced its decision to double down on its AI-first vision across communications.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The communications platform disclosed its Q3 earnings on Monday, highlighting a strong growth from its customer experience portfolio.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Zoom has also revealed its plans to grow product revenue further by enhancing its existing products with additional AI capabilities to drive AI-first customer experiences.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">During the earnings call, Zoom announced that the platform would be evolving from its traditional c<\/span><span data-contrast=\"auto\">ustomer experience platform to an AI-focused one, aiming to drive productivity and relationships.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Eric Yuan, CEO and Founder of Zoom, <\/span><\/b><span data-contrast=\"auto\">revealed that after its strong quarterly results, Zoom would be able to move forward with this vision.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">He said: \u201cThis performance reflects the durability of our business driven by the growing value we are delivering for customers as we evolve from a communications leader to an AI-first platform for work and customer experience.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">\u201cOur vision is to be the AI-first work platform for human connection.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">Zoom expects to accomplish this transformation by following its three strategic priorities: enhancing its existing products with AI, driving growth in AI products, and scaling AI-first customer experiences.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Enhancing Existing Products<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">During <\/span><a href=\"https:\/\/www.cxtoday.com\/event-news\/zoomtopia-2025-the-top-10-announcements\/\"><span data-contrast=\"none\">Zoomtopia 2025<\/span><\/a><span data-contrast=\"auto\">, the communications platform unveiled AI Companion 3.0, an updated version of AI Companion that utilizes agentic AI not only to respond, but also to act, advising on tasks such as meeting preparations, freeing up time, and call follow-ups.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Zoom has embedded various AI capabilities and tools, including AI Companion, across its platform foundation, including:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">Zoom Meetings:<\/span><\/b><span data-contrast=\"auto\"> Zoom\u2019s AI Companion, a proactive AI assistant tool, offers meeting summaries, follow-ups for next steps, and drives work forward.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Team Chat:<\/span><\/b><span data-contrast=\"auto\"> Rising by 20% in active monthly users year over year, AI Companion supports the messaging product by providing customers with chat summaries, composition tools, and simplified search options for higher productivity.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Zoom Phone: <\/span><\/b><span data-contrast=\"auto\">This tool now offers Voice Intelligence for call transcription, summaries, noise cancellation, call routing, and analytics and insights for customer data collection, with over 10 million users now paying for Zoom Phone as of early Q3.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Zoom Contact Center:<\/span><\/b><span data-contrast=\"auto\"> Working as Zoom\u2019s cloud-based contact center solution, this platform has adopted AI tools such as Virtual Agent, an agentic AI chatbot offering complex tasks and responses for customers, and AI Expert Assist, allowing agents to utilize AI support in real-time with summaries and translations and offer possible agent responses during customer interactions.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">In fact, AI Companion usage has grown four times year-on-year, revealing that these AI features are seeing value from user activity, resulting in rapid adoption.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">By adding AI to these already-established products, customers are more likely to accept these capabilities once they\u2019ve been integrated into the software.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Driving Growth in AI Products<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">By moving beyond its core communication tools and investing in greater agentic abilities, Zoom offers its customers further access to its AI tools to personalize them to their needs.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This allows Zoom the chance to drive AI product revenue with product monetization, generating financial growth rather than just adding tools to products.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In fact, 90% of Zoom&#8217;s <\/span><span data-contrast=\"auto\">top CX deals involve paid AI features to contribute to product revenue, offering both subscription and consumption models to suit the customer.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This includes the development of AI tools such as Custom AI Companion, a paid version of the standard AI Companion model targeted towards enterprise-tier customers, allowing businesses to customize the tool to meet specific demands\u00a0and policies.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This also includes similar products such as Virtual Agent and AI Expert Assist, as well as <\/span><a href=\"https:\/\/www.uctoday.com\/unified-communications\/zoom-acquires-brighthire\/\"><span data-contrast=\"none\">Zoom\u2019s recent acquisition of BrightHire<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Scaling AI-First Customer Experiences<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Through utilizing tools such as Virtual Agent and AI Expert Assist, Zoom is using AI to transform interactions between customers and enterprises by expanding these products across the platform for automated workflows.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">These tools will involve automating routine requests and advise agents during workflow automation, voice, chat, and video calls for faster results.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Zoom has also implemented a feature that allows enterprises to install either Zoom\u2019s or a third-party&#8217;s AI tool, encouraging them to become familiar with AI usage while tailoring it to their needs.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This strategy will also involve Zoom working with its largest customers to move AI agents into deployment; however, this may prove difficult.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">During the earnings call, Zoom noted that despite this upsurge in AI tool adoption, its net dollar expansion rate stayed at 98%, 2% lower than expected, likely suggesting that large customers had not been spending as much as hoped on Zoom\u2019s products, with renewals on larger accounts proving difficult to resume.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Zoom Key Earnings Results<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Zoom\u2019s earnings results showed some strong areas of performance across enterprise and cashflow revenue results<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Zoom\u2019s total revenue reached $1.23BN, up 4.4% year-on-year<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279,&quot;335559991&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Its enterprise revenue grew 6.1%, totalling 60% of Zoom\u2019s total revenue<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Average monthly churn increased by 2.7%, similar to Q3 2024<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Its operating cash flow increased to $629MN, up 30% year-on-year<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Zoom has announced its decision to double down on its AI-first vision across communications.\u00a0 The communications platform disclosed its Q3 earnings on Monday, highlighting a strong growth from its customer experience portfolio.\u00a0 Zoom has also revealed its plans to grow product revenue further by enhancing its existing products with additional AI capabilities to drive AI-first [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":76703,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[62073],"class_list":["post-76700","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-automation-in-cx","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-artificial-intelligence","tag-automation","tag-autonomous-agents","tag-digital-transformation","tag-enterprise","tag-event","tag-finance","tag-mergers-and-acquisitions","tag-workforce-optimization","brands_to_track-zoom","editorial_type-news","intent-evaluation","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Zoom&#039;s AI Strategy for Enhanced Customer Experience - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, Digital Transformation, Enterprise, Event, Finance, Mergers and Acquisitions, Workforce Optimization and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Zoom Reveals AI Transformation Strategy in Latest Earnings Report\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, Digital Transformation, Enterprise, Event, Finance, Mergers and Acquisitions, Workforce Optimization and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-25T17:39:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-25T17:39:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Francesca Roche\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Francesca Roche\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/\"},\"author\":{\"name\":\"Francesca Roche\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087\"},\"headline\":\"Zoom Reveals AI Transformation Strategy in Latest Earnings Report\",\"datePublished\":\"2025-11-25T17:39:42+00:00\",\"dateModified\":\"2025-11-25T17:39:57+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/\"},\"wordCount\":809,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png\",\"keywords\":[\"Agentic AI\",\"Agentic AI in Customer Service\u200b\",\"AI Agents\",\"Artificial Intelligence\",\"Automation\",\"Autonomous Agents\",\"Digital Transformation\",\"Enterprise\",\"Event\",\"Finance\",\"Mergers and Acquisitions\",\"Workforce Optimization\"],\"articleSection\":[\"AI &amp; Automation in CX\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/\",\"url\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/\",\"name\":\"Zoom's AI Strategy for Enhanced Customer Experience - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png\",\"datePublished\":\"2025-11-25T17:39:42+00:00\",\"dateModified\":\"2025-11-25T17:39:57+00:00\",\"description\":\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, Digital Transformation, Enterprise, Event, Finance, Mergers and Acquisitions, Workforce Optimization and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png\",\"width\":850,\"height\":425,\"caption\":\"Zoom Reveals AI Transformation Strategy in Latest Earnings Report\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"AI &amp; Automation in CX\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087\",\"name\":\"Francesca Roche\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/cde43ba9e032d067216560eebeb78f4ee636b2b567d1eed2abfac6cee1c8ae42?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/cde43ba9e032d067216560eebeb78f4ee636b2b567d1eed2abfac6cee1c8ae42?s=96&d=mm&r=g\",\"caption\":\"Francesca Roche\"},\"description\":\"Francesca Roche is a Technology Journalist for CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/author\/francesca-rochecxtoday-com\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Zoom's AI Strategy for Enhanced Customer Experience - CX Today","description":"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, Digital Transformation, Enterprise, Event, Finance, Mergers and Acquisitions, Workforce Optimization and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/","og_locale":"en_GB","og_type":"article","og_title":"Zoom Reveals AI Transformation Strategy in Latest Earnings Report","og_description":"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, Digital Transformation, Enterprise, Event, Finance, Mergers and Acquisitions, Workforce Optimization and more.","og_url":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-11-25T17:39:42+00:00","article_modified_time":"2025-11-25T17:39:57+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png","type":"image\/png"}],"author":"Francesca Roche","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Francesca Roche","Estimated reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/"},"author":{"name":"Francesca Roche","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087"},"headline":"Zoom Reveals AI Transformation Strategy in Latest Earnings Report","datePublished":"2025-11-25T17:39:42+00:00","dateModified":"2025-11-25T17:39:57+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/"},"wordCount":809,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png","keywords":["Agentic AI","Agentic AI in Customer Service\u200b","AI Agents","Artificial Intelligence","Automation","Autonomous Agents","Digital Transformation","Enterprise","Event","Finance","Mergers and Acquisitions","Workforce Optimization"],"articleSection":["AI &amp; Automation in CX"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/","url":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/","name":"Zoom's AI Strategy for Enhanced Customer Experience - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png","datePublished":"2025-11-25T17:39:42+00:00","dateModified":"2025-11-25T17:39:57+00:00","description":"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, Digital Transformation, Enterprise, Event, Finance, Mergers and Acquisitions, Workforce Optimization and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/11\/Zoom-Reveals-AI-Transformation-Strategy-in-Latest-Earnings-Report-image.png","width":850,"height":425,"caption":"Zoom Reveals AI Transformation Strategy in Latest Earnings Report"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/zoom-reveals-ai-transformation-strategy-in-latest-earnings-report\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"AI &amp; Automation in CX"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087","name":"Francesca Roche","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/cde43ba9e032d067216560eebeb78f4ee636b2b567d1eed2abfac6cee1c8ae42?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/cde43ba9e032d067216560eebeb78f4ee636b2b567d1eed2abfac6cee1c8ae42?s=96&d=mm&r=g","caption":"Francesca Roche"},"description":"Francesca Roche is a Technology Journalist for CX Today","url":"https:\/\/www.cxtoday.com\/author\/francesca-rochecxtoday-com\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/76700","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/11151"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=76700"}],"version-history":[{"count":4,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/76700\/revisions"}],"predecessor-version":[{"id":76727,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/76700\/revisions\/76727"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/76703"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=76700"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=76700"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}