Zoom Ahead – Zoom Perspectives 2026

Zoom held its Zoom Perspectives analyst conference at the Ritz-Carlton Half Moon Bay, giving analysts the opportunity to hear about the company’s latest AI developments. The central theme of the event was “conversation to completion.”

Kicking off the event, Head of Market Insights and Analyst Relations, Cheri Hulse introduced Zoom’s strategic priorities, which would be reinforced throughout the event:

• Elevate Workplace with AI

• Drive growth of new AI products

• Scale AI-first CX

Conversation to Completion

CEO Eric Yuan explained the concept of conversation to completion, noting, “We focus on the conversation and aim for completion. Before the AI era, that wasn’t Zoom’s strength, but now with AI, everything is possible and we can focus on the completion part.” He added that Zoom is evolving from a collaboration- and communications-centric company into a conversation and completion company, with AI acting as the connector.

Zoom continues to expand its product breadth and depth with a full enterprise software stack and one connected platform. This is a different architectural diagram than we've seen in the past, with Zoom's many apps on the top layer, above the semantic layer, considered "the brain of the system." Similar to a routing engine, the Orchestrator turns conversations into coordinated actions and determines what happens next and where work needs to be done. Memory connects all your meetings, chats, documents, interactions, remembering what was discussed previously and carries that forward into the current conversations. Zoom's federated AI brings it all together.

CFO Michelle Chang expanded on the conversations to completion concept, describing Zoom’s vision for a system of action. In this model, work happens both inside and outside the organization and is brought together into a unified system that drives outcomes. According to Chang, Zoom is redefining modern work by turning conversations and unstructured context into action and monetization. By connecting internal collaboration with external interactions, Zoom aims to transform conversations into outcomes through embedded context.

She explained, “With the system of action, Zoom moves into a differentiated position in terms of the value we provide to customers. We bring context into action and move into a whole new relationship, and into a richer relationship with our customers.”

The System of Action for Modern Work

Setting the stage for the rest of the sessions, CMO Kim Storin described Zoom’s system of action for modern work as a framework that turns live interaction into completed work. Built on Zoom’s integrated platform, the system captures context from conversations wherever work happens—both inside and outside the organization.

This approach creates what Storin described as an execution surface that can observe and act on work in real time. AI then turns live context into completed workflows. For example, documents, presentations, and spreadsheets can be created directly within Zoom. The platform captures both the human-to-human interactions and the human-to-system and human-to-agent connections where work actually occurs.

Storin explained that Zoom’s AI is embedded across the platform and captures context at the moment of interaction. Zoom’s federated AI model selects the most appropriate model for each task. As a result, the entire platform can be layered on top of this system-of-action concept.

Storin also provided additional detail on the company’s strategic priorities.

In this video interview, Storin discussed the key themes and messages from the event, as well as the Zoom Ahead marketing campaign.

Scaling AI-First CX

Analysts covering the customer experience market were particularly interested to hear that one of Zoom’s three priorities is scaling its AI-first CX strategy. While Zoom entered the CCaaS and CX market relatively recently, the company has moved quickly and now offers a competitive platform.

As Chris Morrisey, GM of CX, pointed out, “At my first Zoom Perspectives two years ago, the contact center track was an interesting side conversation. Look at us today - we are a strategic pillar for the company.”

The numbers reflect that momentum. Zoom CX grew in the high double digits in fiscal 2026 and surpassed $100 million in ARR. In addition, all of the 10 largest CX deals in Q4 2025 included paid AI.

Like most contact center vendors, Zoom is focusing on customer experience rather than just CCaaS. The goal is to enhance human intelligence with AI-driven automation.

Scaling AI-first CX involves building a system of action across customer experience workflows and customer-facing processes. It also means unifying virtual agents and AI-assisted human agents to improve service outcomes while reducing costs.

Morrisey explained that the Zoom CX platform delivers the same scalability and reliability as the broader Zoom platform, orchestrating workflows and completing tasks across the organization. The system-of-action approach includes more communication channels and customer touchpoints, all powered by federated AI.

Building on the conversation-to-completion narrative, Zoom CX completes the customer journey by either taking action automatically or enabling the human agent when an interaction is transferred.

Another important part of the CX strategy is CX Insights, which recommends automation opportunities—such as high-volume use cases—and estimates the impact on staffing levels. These insights also tie into Zoom’s workforce management capabilities.

In this video, Chris Morrisey explained what conversation to completion means in the context of Zoom CX and provided an update on the platform.

Drilling down further into Zoom CX, Michelle Couture discussed the key CX messages from the event. She expanded on Connected CX, which has a shared intelligence layer that provides insights and guidance to drive more connected customer journeys

Couture also highlighted updates to Zoom Virtual Agent (ZVA) 3.0, including enhanced natural language, new administrative capabilities, and KB Suggest, where the virtual agent learns from live human engagement calls and autocreates knowledge.

Zoom Workplace

No Zoom Perspectives event would be complete without a discussion about Zoom Workplace. In this video, Theresa Larkin, Head of Zoom Workplace & AI Product Marketing, discussed how the conversation-to-completion concept applies to the Workplace platform. Larkin explained how Zoom uses agentic capabilities to take actions such as triggering workflows, creating drafts, and building presentations. She also outlined Zoom’s agentic AI strategy and how the company combines structured and unstructured third-party data to trigger agent-driven workflows. In addition, Larkin highlighted new Workplace capabilities, including agentic features that enhance the meeting lifecycle.

Closing Thoughts

The conversation is no longer just about meetings and collaboration—it is about using AI and agentic AI to drive outcomes. Actions, task completion, and measurable results are becoming the key focus areas. Meeting summaries and interaction notes are useful, but the real value comes from what organizations do with that conversational data. This is where Zoom is placing its focus.

Zoom occupies a unique position because it sits on top of many of the conversations organizations have internally and externally. These interactions occur across meetings, collaboration, calling, CX, workforce engagement (Workvivo), as well as events and webinars.

Zoom is now extending beyond the conversation layer into completion capabilities, including the ability to create documents, presentations, and spreadsheets directly within the Zoom app.

Another major focus is reducing friction by connecting signals that already exist across the organization and turning them into actionable insights. Conversations take place across many environments—meeting rooms, webinars, and in-person interactions—creating a large amount of unstructured data. Zoom’s AI analyzes this information, extracts insights, and then drives automation and action.

One challenge Zoom—and many other vendors—faces is enabling channel partners to effectively sell AI capabilities. Selling AI and business outcomes is very different from selling a meeting license. Zoom is working to address this through partner enablement programs, including advanced analytics and profitability dashboards. One technique the company has found effective is providing trial licenses so partners can use the technology themselves and better understand its value. As Nick Tidd, head of global channel GTM, said about enabling partners to sell AI, “use it and they will come.”

The messaging at Zoom Perspectives was clear:

• Conversation to completion

• A system of action built on Zoom’s embedded AI that brings context and understanding to the organization

• Differentiation through a unified platform that connects conversations happening both inside and outside the organization

Zoom made a convincing argument for its system of action and conversations to completion approach. The company's focus and values have always been on simplicity and happiness (Work Happy). Hopefully Zoom can maintain these values while competing in the fast-changing agentic AI world.