Zoom in on CX

Most AI transformations fail not because the tech is bad, but because teams chase the "shiny thing" before defining the problem. Michelle Booth (Zoom) and Andy Kingston (Lloyds Banking Group) unpack how to build AI-powered CX that actually earns customer trust.

In this episode, you'll learn:

• Why hoping technology alone will "just work" is the biggest transformation trap
• The three-step framework for AI adoption: define the problem, assess feasibility, then involve frontline colleagues early
• How to personalize experiences with data without crossing into "creepy" territory
• Where AI should support (not replace) human judgment in sensitive cases like fraud detection
• Why CX leaders should stop measuring cost-to-serve and start prioritizing experience as the true differentiator

Guest bios: Michelle Booth is CX AI Lead for EMEA at Zoom, specializing in customer experience and AI-driven transformation. Andy Kingston is Head of Consumer Channels Transformation at Lloyds Banking Group, with deep experience scaling human-centric innovation across complex enterprise organizations.

Timestamps:

• 0:00 — Introduction
• 1:34 — Why Transformation Hopes Fail
• 6:06 — Personalization Without Being Creepy
• 12:49 — AI, Fraud, and Human Judgment
• 17:01 — The Changing Role of the Colleague
• 18:31 — Experience Over Cost-to-Serve
• 22:12 — Closing Thoughts

DisclaimerZoom in on CX is a podcast produced by Zoom. Guest views are independent and do not represent the position of Zoom. Any third-party research or statistics referenced during the episode are attributed to their respective sources. Where Zoom has supported or co-sponsored research discussed in an episode, this is disclosed within the episode description. References to legislation or regulation (e.g. EU AI Act, FCA Consumer Duty) reflect the position at the time of recording — listeners should seek independent legal advice regarding their specific compliance obligations.

AI in the contact center is everywhere — but is it actually working? James sits down with CX consultant Nerys Corfield to cut through the hype cycle and get real about what's helping (and hurting) frontline service today.

In this episode, you'll learn:

• Why rushing AI deployment often leads straight to the "trough of disillusionment"
• How to align tech, operations, and finance teams around the same success metrics
• Why voice will never disappear — and the "four Cs" (comfort, connection, clarity, confidence) customers still need
• How AI can reduce agent cognitive load and boost emotional intelligence on the frontline
• What metrics actually indicate healthy AI adoption 12 months from now

Guest bio: Nerys Corfield is the founder of Injection Consulting, where she advises contact centers of all sizes on customer experience strategy. She's a sought-after voice on AI adoption, agent wellbeing, and building CX metrics that actually matter.

Timestamps:

• 0:00 — Welcome and episode intro
• 0:38 — Welcoming Nerys Corfield
• 1:41 — What leaders miss about AI in the contact center
• 8:42 — Protecting the human voice
• 11:46 — The hard job of frontline agents and cognitive load
• 18:52 — What leaders should stop and start doing
• 20:58 — Closing thoughts

Disclaimer: Zoom in on CX is a podcast produced by Zoom. Guest views are independent and do not represent the position of Zoom. Any third-party research or statistics referenced during the episode are attributed to their respective sources. Where Zoom has supported or co-sponsored research discussed in an episode, this is disclosed within the episode description. References to legislation or regulation (e.g. EU AI Act, FCA Consumer Duty) reflect the position at the time of recording — listeners should seek independent legal advice regarding their specific compliance obligations.

Will agentic AI take contact centre jobs, or create better ones?

In this episode, Ben Neo sits down with Oru Mohiuddin, Research Director for Contact Center and CCaaS at IDC, to separate what's real from what's aspirational in AI-driven customer experience. They cover why CCaaS adoption across EMEA is set to jump from 60% to 80% within five years, what agentic AI is actually being used for today versus the hype, and how agent and supervisor roles are evolving rather than disappearing. Oru also makes the case for why contact centres should be viewed as revenue centres, not cost centres, and why AI strategy needs company-wide ownership to succeed.

Essential listening for CX leaders evaluating AI for their contact centres, and anyone rethinking what a modern customer experience strategy should look like.

Zoom in on CX is a podcast by Zoom exploring how leading companies transform customer experience.

“This episode was produced by Zoom. Zoom and IDC have a commercial relationship. Views expressed by IDC guests reflect IDC’s independent research.”