On 4 and 5 October 2023, Zoom held its annual flagship event, Zoomtopia APAC 2023, bringing together thousands of customers, partners and communities in the region to explore how organisations can navigate a new modern work era. As the region looks ahead to 2024 and beyond, the significance of flexibility and increased emphasis on productivity has redefined the way employees connect and collaborate – with each other and with customers. This demands a delicate balancing act, where businesses must seek to balance innovation, led by the rapid adoption of artificial intelligence (AI), with human connection.
“We believe that AI isn’t just about algorithms and automation; it’s about creating a synergy between technology and human connection,” said Ricky Kapur, Head of Asia Pacific, Zoom (pic) in his opening remarks. “This is why at Zoom, we’re focused on investing in AI-driven innovation that enhances user experience and productivity while prioritising trust, safety and privacy. Only then can we empower our customers to be more productive, connect better with teammates and deliver higher-quality customer experiences, in a way that simply makes work less work.”
Since Zoom’s evolution into a robust unified communications and customer experience platform, the company has achieved several key milestones in the region:
- In the last year alone, Zoom’s speed of innovation has translated into 600 features for Zoom Contact Center customers. Zoom launched Zoom Contact Center across APAC, with enhancements like Zoom Virtual Agent and Zoom Workforce Engagement Management adding to Zoom’s suite of platform solutions.
- Zoom has worked with leading organisations across industries in APAC to reshape how they deliver employee and customer experiences, including Grab, Petronas and SingHealth in Southeast Asia.
At its global Zoomtopia, Zoom unveiled new platform innovations underpinned by powerful AI capabilities, aimed at helping organisations streamline the workday. Zoom’s breakthrough product, Zoom Docs, is an AI-powered, modular workspace built from the ground up for hybrid work. The new platform innovations and integrations are designed to drive impact with intelligence, enable flexible collaboration, strengthen customer relationships and build an open ecosystem with seamless integrations that give Zoom’s customers choice.
At the APAC event, several Zoom customers also took to the virtual stage to share their digital transformation journey.
“My Plan Manager tripled in size over the past 3 years, and a strategic imperative for us was leveraging the right platform that will allow us to continue delivering the same personalised level of services at scale,” said Richard Hilliard, Chief Technology Officer at My Plan Manager, Australia’s largest National Disability Insurance Scheme (NDIS) plan manager. “Having technology that was easy to use was a priority, and many of our team members were already familiar with Zoom. This meant that when we adopted new solutions like Zoom Workforce Management that was integrated into the Zoom platform, employees were easily onboarded. We also saw this ease of use translate into customer experience, where our teams are able to deliver better and quicker service – resulting in improvements on our net promoter score, which measures customer satisfaction.”
“Grab’s digital transformation journey was guided by several key principles, including keeping user-centricity at the core and making data-driven decisions to understand consumer behaviour and optimise operations – both values which we also share with Zoom,” said Paul-Eric Licari, Regional Head, Group Business Development at Grab. “Digital technology integration was a significant driver of this journey. Externally, integration with the Zoom platform helped us to better understand user needs and provide improved customer experiences across our offerings. Internally, Zoom facilitated collaboration between our cross-functional teams sitting in offices across the world. This helped us pool together our collective expertise to fuel innovation and solve complex problems at Grab.”
“Balancing the future involves navigating the AI revolution, as well as harnessing the power of collaboration and exploring a platform approach,” said Lucas Lu, Head of Asia, Zoom (pic). “What organisations need to succeed in the modern work era is understanding how to drive impact with intelligence, make teamwork more meaningful and engaging while elevating the experiences for and relationships with customers.”
