Connection first CX Dive Playbook

Traditional contact centers weren’t built for today’s busy customer. Siloed tools and broken handoffs create friction that frustrates customers and drains employees.

The Zoom Connection-first CX Playbook gives you practical steps to build connected experiences that reduce effort, empower teams, and improve outcomes.

What you’ll learn:

• How to design journeys around resolution, not channels
• Ways to break down silos so teams share one view of the customer
• How agentic AI speeds routine issues while keeping the human touch
• Simple checklists and plays you can start using today