How to take a customer-led approach to AI in your contact center

Zoom’s recent research report with Morning Consult unveiled some core insights about rising customer expectations in the age of GenAI. It’s no surprise that customer experience is faltering as consumer expectations rise. The learnings uncovered are supported by other research bodies, such as Forrester’s US Customer Experience Rankings 2024, which illustrates how customer service quality is at an all-time low. 

This guide will summarize the five key takeaways of our research and share five actionable, customer-led steps you can take in your contact center today to combat the doom and gloom the data illustrates.