Analyst report · from Zoom
The Data-Driven Renaissance Of Contact Centers
In March 2024, Zoom commissioned Forrester Consulting to conduct a survey with 408 customer service and experience leaders at the VP level and above in Europe and the UAE. This study reveals the evolving role of contact
- Format
- Analyst report
- Published by
- Zoom
- Category
- Customer Experience & Engagement
- Added
- 4 Jun 2026
About this analyst report
In March 2024, Zoom commissioned Forrester Consulting to conduct a survey with 408 customer service and experience leaders at the VP level and above in Europe and the UAE. This study reveals the evolving role of contact centers as strategic assets in differentiating customer experience (??).
Listen or skim
Summaries are generated from this page’s text. Read the full piece for the detail.
More from Zoom
All 8 →
Zoom recognized in the 2025 Gartner® Magic Quadrant™ for CCaaS
Innovation, speed, and AI built into its core. Discover how Zoom is reshaping customer experience.
How to Build a ZVA Your Customers Will Use
In this guide, we’ll show you how to build a virtual agent that’s easy to set up and your customers will actually want to use. Showcasing our next-generation Zoom Virtual Agent, we’ll share use cases that drive
Getting Started with Contact Center AI
Your Practical Guide to AI in the Contact Center
Elsewhere in Customer Experience & Engagement
See the category →
Artificial Intelligence Is Transforming the Contact Center Are You Ready for the Revolution?
The contact center is being primed for an AI-powered transformation but are you set up for success? How are other businesses implementing AI in their contact centers? What do you need to have in place for AI to have the
AI: The catalyst for next-level customer centricity
The customer experience (CX) remains a top priority, and it's easy to see why: 94% of consumers report that a positive CX increases their likelihood of making repeat purchases. However, 38% of executives identify siloed
From meh to memorable: 7 ways to create unforgettable CX
In today’s competitive landscape, customer experience (CX) is the key to standing out. But where to start? Our CX Use Case Guide is your roadmap to understanding how to deliver exceptional customer interactions across