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From Video to CX: Shana Hafterson and Sean Fair on Zoom’s Next Evolution
Season 3 · Episode 76

From Video to CX: Shana Hafterson and Sean Fair on Zoom’s Next Evolution

What if you could transform your customer experience while leveraging the power of AI and video? In this episode of The Bridgecast, host Scott Kinka and David McAbee sit down with Zoom’s CX team of Sean Fair and Shana Hafterson to explore Zoom’s transformation into a full-scale customer experience platform. They dive into how AI, video support, and unified communication tools are helping businesses cut resolution times by 50%, improve agent performance, and modernize contact centers. Get practical insights into the future of CX and what it takes to implement these technologies successfully.

The Bridgecast with Scott Kinka · Bridgepointe Technologies

May 13, 202534m 3s

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Show Notes

What if you could transform your customer experience while leveraging the power of AI and video?

In this episode of The Bridgecast, host Scott Kinka and David McAbee sit down with Zoom’s CX team of Sean Fair and Shana Hafterson to explore Zoom’s transformation into a full-scale customer experience platform. They dive into how AI, video support, and unified communication tools are helping businesses cut resolution times by 50%, improve agent performance, and modernize contact centers. Get practical insights into the future of CX and what it takes to implement these technologies successfully.

What you will learn:

  •  How Zoom's pivot from meetings to voice to CX reflects changing customer engagement needs
  • How video integration in customer support can reduce resolution times by up to 50%
  • How AI-powered agent assistance reduces training time while improving efficiency
  • How self-service capabilities are transforming customer support
  • Why companies are increasingly seeking unified UCaaS and CCaaS solutions
  • How Zoom's proven scalability and reliability translate to enterprise CX deployments
  • Generational preferences: self-service vs. human support
  • Why service partner expertise is crucial for successful CX implementations 

Sean Fair is Head of CX Sales and GTM at Zoom, bringing over 25 years of experience in unified communications and contact center technology. Sean has previously held leadership positions at Mitel and ShoreTel and played a pivotal role in scaling Zoom's phone division to 7 million subscribers before leading their contact center initiatives. He specializes in talent acquisition and team development, having built successful leadership teams across Zoom's Phone and Contact Center divisions.

Shana Hafterson is Head of Americas CX Channel at Zoom, bringing extensive experience from previous roles at Five9 and other leading CX technology providers. She specializes in helping organizations bridge the gap between employee and customer experience through innovative technology solutions. Her expertise in channel development and understanding of CX market dynamics provides a valuable perspective on the evolution of customer service technology and implementation strategies. 

Episode Resources:


Previous Zoom episodes:


Previous episode with David McAbee:

Books mentioned in the episode:
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Topics

AI customer experienceZoom CX platformvideo support in CXAI in contact centersunified communications solutionsZoom customer service toolscontact center transformationZoom CX insightsenterprise CX strategyself-service support solutionsgenerational CX preferencesreducing resolution timeAI-powered agent assistanceCX technology trendsUCaaS and CCaaS integrationdigital customer engagementCX platform scalabilitymodernizing contact centerscustomer service automationCX implementation best practices
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