Zoom Is Disrupting Contact Centers and Redefining CX

On this episode of Press 1 For Nick, host Nick Glimsdahl sits down with Brandon Knight, Head of CX Ecosystem at Zoom, for a candid and insightful conversation about the future of customer experience and the powerful role AI is playing in transforming the contact center space. Brandon shares his unique, never-before-told journey from managing a Philadelphia doctor’s office to becoming a contact center agent, eventually climbing the ladder to leadership and innovation at Zoom. Nick and Brandon dive deep into some of the most persistent misconceptions about Zoom’s CCaaS platform, what’s truly changed in the last year, and why AI is more than just a buzzword—it’s evolving at lightning speed and shaping real outcomes for businesses and their customers. You’ll hear exclusive thoughts on the rapid acceleration of AI in CX, how Zoom is working to create seamless, orchestrated customer and employee experiences, and what exciting features are coming down the pipeline. Whether you’re curious about AI’s impact, looking to avoid common pitfalls in cloud contact center migrations, or want an inside look at how Zoom partners with organizations to maximize success, this episode is packed with insights, honest reflections, and actionable advice. Stick around for the lightning round and find out Brandon’s personal favorite Zoom feature, plus his best pitch for why frustrated customer service leaders should give Zoom Contact Center another look. Don’t miss this engaging conversation on the next frontier of customer experience!