Customer experience is at a turning point. Despite heavy investments, many brands still fall short of customer expectations—leaving loyalty at risk. Contact centers are under pressure to resolve complex issues quickly, while juggling rising volumes, higher expectations, and disconnected tools.CX expert Adrian Swinscoe breaks down:Why rising customer expectations are impacting brand loyalty How agentic AI is redefining both customer self-service and the agent experience The rise of connected platforms that unite communications, collaboration, and AI into one seamless solution Why Zoom is uniquely positioned to help brands build loyalty through Connection-first CX
