Zoom is part of our everyday life now, creating new windows into work, entertainment, education, and augmenting how we communicate with one another and how we experience events and engagements…together.
I was honored to join Zoom’s Work Transformation Summit and have the opportunity to share the virtual stage with Chief Product Officer Oded Gal. The event explored “how to deliver impactful customer experiences” in hybrid world, one where virtual interactions are the new normal and digital- and mobile-first behaviors open the door to experience innovation.
In our conversation, Oded Gal and I examined opportunities to “humanize the customer (and employee) experience.” We reflected on how employees and customers changed since 2020, the role video plays in designing innovative customer and employee experiences, and how leaders can embrace proactive wellness to guide more productive and meaningful engagements in every human touch point that defines your journey.
The session is available on-demand. A graphic recording of that conversation is above. I come in about halfway from left to right.
Here are some of the highlights! Or, follow the thread on Twitter.
Welcome @briansolis, Global Innovation Evangelist at @Salesforce aka one of the “greatest digital analysts of our time” to the #WorkSummit stage! https://t.co/VPbsmfb5lW pic.twitter.com/Wgwf7j2mZR
— Zoom (@Zoom) April 13, 2022
“We’ve become more conscious. We’ve become more aware of the experiences that we have with businesses, the experiences that we have with work.” – @briansolis #WorkSummit
Join the live experience 👉 https://t.co/VPbsmfb5lW
— Zoom (@Zoom) April 13, 2022
Believe it or not, the number 1 business transformation that they want to see from you is to be more trustworthy. The second thing was to have a more positive impact in society.” – @briansolis #WorkSummithttps://t.co/VPbsmfb5lW pic.twitter.com/shJoqCkfYu
— Zoom (@Zoom) April 13, 2022
“It’s also extending those [proactive wellness] concepts & those principles & those values to deliver better experiences to employees & customers in every aspect so that they have an emotional & an intellectual connection to you & that takes design.” – @briansolis #WorkSummit
— Zoom (@Zoom) April 13, 2022
“Technology is an enabler for a better experience. And an experience is an emotional reaction to a moment. An intellectual reaction to a moment.” – @briansolis #WorkSummit 🧵1/2
— Zoom (@Zoom) April 13, 2022
“So how do we think differently about how we use this screen here? And what we deliver through it to connect with the people on the other side that they feel like they couldn’t have had this experience with anyone else or anywhere else?” – @briansolis #WorkSummit 🧵2/2
— Zoom (@Zoom) April 13, 2022
“#EX + #CX = not only growth, but experience innovation.”
Thanks for joining us at #WorkSummit, @briansolis! https://t.co/VPbsmfb5lW🎉 pic.twitter.com/yZLIGQBExW
— Zoom (@Zoom) April 13, 2022
“While we realize that digital and cultural transformation can be daunting at times, the ultimate gains far exceed the challenges. And remember that flexibility is key.” – @odedgal #WorkSummit https://t.co/VPbsmfb5lW
— Zoom (@Zoom) April 13, 2022
About “Humanizing the Customer Experience”
9:00-9:45 am PT: Keynote: Humanizing the Customer Experience
Join Zoom’s Chief Product Officer, Oded Gal, for an inspiring keynote about the value of humanizing the customer experience and its power to propel your organization to greater success. The state of the customer experience is more important now than ever before and we must create meaningful relationships as the world become increasingly customer-centric. Our guest speaker, Brian Solis, is the Global Innovation Evangelist at Salesforce who will join Oded to explore the most “of-the-moment” trends and factors that are driving the evolution of the customer experience. And, we will provide an overview of Zoom products and innovations that can help you and your organization strengthen your customer experience efforts.
