Zoom Shares its Perspectives

Author: Robin Gareiss, CEO and Principal Analyst; Irwin Lazar, President and Principal Analyst

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Prior to conversations, Zoom’s AI Companion supports activities such as creating meeting goals based on past interactions and accessible external data, as well as customer background information for sales or support calls.

Zoom’s strategic priorities fall under three pillars:

• Elevate workplace with AI – Transform each meeting into action by connecting conversations with chat, email, calendars, tasks, and documents
• Drive growth of new AI products – Extend systems of action into vertical workflows (see below), and connect horizontal workflows from Zoom Workplace
• Scale AI-first CX – Build systems of action in CX interactions using customer-facing workflows, while uniting AI-assisted human agents with AI agents

In addition to Conversation to Completion, Zoom highlighted several additional efforts including the continued expansion of its channel strategy to broaden go-to-market activities as well as expanding focus on front-line and industry specific solutions (especially around healthcare, retail, and government). Zoom also highlighted the continued growth of its Workvivo employee experience platform and its key role in helping organizations achieve positive ROI for AI investments by enabling company-wide information sharing. (Workvivo hit 100K customers and grew 58% year-over-year in fourth quarter 2026.)

Zoom also highlighted its recent acquisitions including BrightHire for hiring management and Bonsai for small business billing and customer management. Zoom views each of these acquisitions as expanding its ability to deliver customized, integrated solutions, to highly specific audiences including HR professionals and small business / solopreneurs.

From a financial standpoint, CFO Michelle Chang said Zoom had been at 3% growth and is now at 4.4% growth. What’s more, 40% of Zoom’s business is in the solopreneuer/SMB space—an area that had been declining and is now growing. Zoom sees the “Scale AI-first CX” pillar often building upon the “Elevate Workplace with AI” pillar, she said. Metrigy’s research shows CCaaS drives the buying decisions in nearly 70% of companies buying integrated solutions.