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What you missed at CX Summit 2026
From insight to impact in the next era of connected CX, find out how today’s leaders are blending AI innovation and human connection to drive real, measurable change.
Couldn’t make it to CX Summit 2026? We’ve got you covered. This year’s event brought together customer experience leaders, industry analysts, and Zoom experts to explore how AI-driven innovation and human connection are reshaping CX.
Across five sessions, speakers challenged conventional thinking, moving the conversation from isolated interactions to continuous, signal-driven relationships built on trust, intelligence, and measurable outcomes.
The Summit opened with a clear challenge: interaction volumes are climbing, customer expectations keep rising, and yet most CX systems weren’t built for today’s reality. The real issue isn’t capacity, it’s architecture. Customers expect continuity across channels, but most systems are still designed for episodic support.
Zoom CX, built as one connected platform, is helping bridge that gap by moving teams from conversation to completion.
The 4,000-year-old customer complaint: What AI changes (and what it doesn’t)
Shep Hyken, customer service, CX expert, and NYT and WSJ bestselling author, opened with a timeless truth: while technology evolves, the fundamentals of customer experience remain the same. Referencing the world's oldest customer complaint letter from 1750 BC, he reminded us that customers have always wanted resolution and respect.
What AI changes is not what customers want, but how we deliver it. His research revealed that 49% of U.S. consumers are more comfortable using AI for customer support this year than last year — yet 57% say companies that offer AI-fueled self-service options frustrate them.
Key takeaway: The gap between AI adoption and AI trust is real. Organizations that balance efficiency with empathy, using AI to resolve, guide, and learn are the ones earning loyalty in 2026 and beyond.
Real talk from the trenches: CX leaders share their transformation stories
Moderated by Kentis Gopalla, Head of Product for WEM and ZCX Ecosystem at Zoom, this panel gave attendees something rare: unfiltered, candid perspectives from CX leaders who've already made the leap to Zoom Contact Center. The conversation moved through the full arc of transformation, from initial skepticism to measurable results.
Andrea Hachey, Director of Enablement Excellence at WHOOP, and Serina Anhorn, Executive Director of Global Call Center Operations at Young Living Essential Oils, represent two very different organizations, but their experiences revealed strikingly similar themes: partnership matters as much as product. AI resolves the routine so humans can deliver the expertise and transformation is built on trust and quick wins.
Key takeaway: Anhorn was refreshingly candid. She walked into the evaluation looking for a reason to say no, and couldn't find one. Her takeaway: when the technology genuinely works, trust follows naturally. Hachey framed her team's philosophy as "AI powers the instant; humans deliver the expert", a model in which AI agents handle speed and repetition, while human agents focus on moments that require empathy and expertise.
Young Living improved CSAT, while WHOOP streamlined compliance and deepened member personalization. Both leaders agreed: the technology matters, but the partnership makes transformation sustainable.
See it in action: Inside the Zoom CX platform
Tommy Hart, CX/AI Sales Lead at Zoom, brought the platform to life with demos that showcased how Zoom CX operates as a connected system, not just a collection of tools. Through a realistic customer scenario, attendees saw how Zoom Virtual Agent, AI Expert Assist, CX Insights, Quality Management, and Workforce Management work together to maintain context across every handoff.
Key takeaway: The difference between good and great CX is context. Zoom CX keeps context intact from virtual agent to human agent to analytics, turning data into actionable intelligence.
“CX Insights doesn’t just show you what happened—it helps explain why it happened and what to do next.”
Closing the summit, Alpa Shah, Global Vice President at Frost & Sullivan, joined Chris Morrissey, General Manager of Zoom Customer Experience, for a research-driven discussion on the evolving state of customer experience. Drawing on Frost & Sullivan's latest global data, Shah emphasized that AI is no longer a differentiator, it's the infrastructure powering modern CX strategies. The conversation connected the day's broader themes, showing how organizations that build AI maturity, choose the right partners, and design for connected, outcome-driven journeys are leading the market.
By the numbers:
69% of global leaders cite improving CX as their top priority through 2026.
79% of organizations supporting AI-powered voice and chat channels plan to upgrade or replace those capabilities by 2027.
Real-world results: Cricut achieved a 90% reduction in call abandonment rates and cut wait times from 20 minutes to under 2, while Zoom's own CX team delivered a 25-point CSAT lift within months of implementing Zoom Virtual Agent.
Shah’s insights underscored that the winners in this new era are those treating AI as a connected, intentional, and outcome-driven system—not a standalone tool.
Key takeaway: AI delivers the most value when it’s connected, intentional, and outcome-driven.
Frost & Sullivan: The Rise of Intelligent Self-Service
Trust is the ultimate metric: Customers embrace AI when it consistently earns their trust.
What CX leaders should do next
Based on insights from CX Summit 2026, here are six actions to prioritize to turn ideas into measurable outcomes and build lasting customer trust:
Audit your architecture: Determine whether your systems are designed for episodic interactions or continuous relationships. Identify where context breaks down across channels and touchpoints, and map how information flows between teams to uncover hidden friction points.
Define your AI + human balance: Clarify which interactions should be handled by AI for speed and scale, and where human empathy and expertise create the most value. The most successful organizations use AI to handle routine tasks while empowering agents to focus on complex, emotionally charged moments that drive loyalty.
Shift metrics from deflection to resolution: Move beyond measuring success by how many contacts are avoided. Instead, track completion rates, resolution quality, and customer satisfaction to help ensure interactions lead to meaningful outcomes.
Evaluate platform consolidation: Fragmented tools create fragmented experiences. Assess whether your current tech stack supports a unified, AI-native platform that connects the full customer journey—from self-service to live support to analytics.
Build trust through transparency: Customers are more likely to embrace AI when it consistently earns their confidence. Make it clear when they’re interacting with AI, provide easy escalation paths, and ensure automated experiences deliver reliable, human-centered results.
Partner strategically: Choose vendors who act as collaborators, not just providers. Transformation is sustainable when technology partners are invested in long-term success, not just deployment.
The bottom line: The future of CX belongs to leaders who design systems where AI and human connection work in harmony, driving efficiency, empathy, and trust at every step of the customer journey.
How Zoom CX can help you get the AI balance right
AI-first, connection-first, Zoom CX is built from the ground up with long-term loyalty in mind. Zoom CX unifies interactions, data, and teams in one connected platform. AI acts across journeys to complete tasks, guide employees, and keep context flowing from start to resolution, enabling effortless service and lasting relationships.
