Chris Gray

Chris Gray is CX Channel Account Manager for UK & Benelux at Zoom Video Communications, specialising in contact centre and customer experience sales. Based in the UK, Chris works closely with channel partners across the UK, Ireland, Belgium, and the Netherlands to drive adoption of Zoom's Contact Center, Virtual Agent, and AI-powered CX solutions.

Additionally, with a focus on partner enablement, pipeline growth, and go-to-market strategy, Chris brings practical, real-world insight into how organisations can modernise their customer experience through cloud-native technology. In addition, as a regular speaker at industry events, Chris is passionate about the future of AI-driven CX.

About the session

Zoom - The CX Journey from Conversation to Completion

This presentation outlines Zoom’s CX strategy, focusing on shifting from mere conversation management to "conversation to completion." In addition, the presentation covers several key points:

• Current Challenges: Addressing high customer frustration, agent churn, and low NPS scores in traditional CX models.
• Zoom’s Solution: Utilizing a unified platform with AI-driven "agentic execution" to connect data, orchestrate workflows, and provide intelligence across the customer, agent, and supervisor journeys.
• Real-world Impact: Improving efficiency through automation (e.g., voicebots, AI expert assist) and delivering actionable insights. For example, case studies like ATPI demonstrate how these solutions can drive significant operational savings and better resolution rates.