Gary Sorrentino on customer experience
From Futurum Live! From the Show Floor at Enterprise Connect 2023 with Zoom’s Gary Sorrentino · · SixFiveMedia
“We have the employee experience and now we have to work on the client experience — we've been working with Zoom Contact Center and Zoom ZV A — how do we get that total experience so our employees as well as their customers are on the same platform and they have that seamless experience?”
On , Gary Sorrentino, Global Chief Information Officer at Zoom Video Communications, spoke about customer experience during Futurum Live! From the Show Floor at Enterprise Connect 2023 with Zoom’s Gary Sorrentino on SixFiveMedia.
About Gary Sorrentino
At Enterprise Connect 2023, Zoom Global CIO Gary Sorrentino discussed the company's evolution from a "killer meeting app" to a "killer platform." He stated that during the pandemic, Zoom developed products like chat and phone to address the need for productivity beyond just connection. Sorrentino described the platform as including mail and integrations with services like Gmail and chat, with a focus on making the user productive through "Zoom One." He also mentioned "Zoom Spaces" as a way to create parity between in-office and remote workers. Sorrentino addressed the future of work, noting that about 70% of employees feel unsuited for it and advocated for upskilling rather than training. He discussed the concept of "magnet and mandate," suggesting the office should be a destination for collaboration rather than individual work. On artificial intelligence, Sorrentino said Zoom is putting AI in users' hands for functions like meeting summaries and action items. He concluded that Zoom aims to change how people work and improve the future of work.