Making work smarter, faster, and more human with practical AI implementation

Artificial intelligence (AI) is one of the most talked-about topics in enterprise IT today. For many leaders, the challenge has moved past understanding the potential of AI, but finding the right way to apply it. CIOs and IT decision-makers are being asked to balance innovation with governance, productivity with privacy, and speed with long-term strategy.

 

At Zoomtopia 2025, American Express Global Business Travel (Amex GBT) shared how they’re navigating this new phase. It's a useful exercise to understand how one of the world’s largest travel management companies is deploying Zoom AI Companion in ways that are practical, people-focused, and measurable.

For many organizations, governance is the foundation for AI adoption. Amex GBT established a structured oversight process before implementing any generative AI tools, ensuring that every initiative met ethical, security, and business standards.

This disciplined approach builds confidence internally, giving employees assurance that AI tools are safe and compliant. For IT leaders, it underscores a broader trend: governance should enable adoption, not block it. Clear policies, oversight committees, and ethical frameworks allow enterprises to scale AI while protecting sensitive data and maintaining stakeholder trust.

 

This work isn't meant to slow things down. It's what makes scaling possible.

 

Rolling out AI across a large organization can be daunting. Amex GBT focused on delivering tangible, immediate value first. Features like meeting summaries, automatic action items, and the “Catch Me Up” capability addressed everyday pain points, giving employees a reason to engage with AI from day one. By tackling universal pain points first, Amex GBT ensured employees experienced immediate value, fostering confidence and adoption.

Starting with these smaller, highly relevant use cases allowed Amex GBT to demonstrate the benefits of AI without overhauling workflows. IT decision-makers can take note: early wins build trust, create momentum, and pave the way for broader deployments. Employees are more likely to adopt AI tools when the first experiences provide clear, immediate value.

For IT decision-makers, anecdotes are useful—but data is essential. Amex GBT set clear metrics to evaluate the impact of Zoom AI Companion.

 

They measured time savings in meetings, reductions in manual reporting, and improvements in follow-through. But they also tracked less obvious outcomes, like employee engagement and inclusivity.

For IT leaders, this highlights the evolving definition of ROI in AI: it’s no longer just about efficiency. Measuring productivity, employee satisfaction, and cross-team collaboration provides a more holistic view of the value AI delivers. Organizations that capture these metrics can make stronger cases for investment and continued adoption.

For IT leaders, the lesson is clear: adopting AI today is about preparing for autonomous, integrated systems tomorrow. Laying the groundwork with governance, adoption frameworks, and measurement strategies ensures that organizations are ready to leverage more advanced AI safely and effectively.

 

Amex GBT is already exploring the next generation of AI: agentic tools that reason, take action, and orchestrate workflows alongside employees. This approach transforms AI from an assistant to a teammate, capable of handling routine work and allowing staff to focus on strategic priorities.

Amex GBT’s approach offers actionable guidance for enterprises planning AI adoption:

By framing AI adoption in terms of trust, usability, and measurable outcomes, IT leaders can not only deploy tools safely but also unlock real business value. Following these principles helps IT leaders make informed decisions that align AI adoption with business priorities.

Watch the replay of Zoomtopia 2025 on demand to hear from our customers, see demos of our integrations in action, and learn about our latest AI innovations. You’ll get an in-depth look at how Zoom can support your organization, no matter how complex your needs are.