{"rewrite":{"id":"r_732e67554a678761152a97b9","clusterId":"c_f9efbebd07a2e0c21a791022","slug":"zoom-s-cx-summit-2026-ai-and-human-co-creation-in-contact-centers","model":"deepseek-v4-flash","headline":"Zoom's CX Summit 2026: AI and Human Co-Creation in Contact Centers","summary":"ZVC JAPAN held the Zoom CX Summit Tokyo 2026 on July 7, with about 700 attendees. Chris Morrissey, Zoom's CX general manager, outlined four forces reshaping contact centers: AI, system integration, journey-based CX, and cross-enterprise strategy. The company's vision emphasizes co-creation of AI and humans. Guests from Espool, Renxa, and Yokohama DeNA BayStars presented their use of Zoom's contact center and AI tools.","whyItMatters":"The summit signals Zoom's push to position itself as a cross-enterprise CX platform, moving beyond standalone contact center software toward integrated, AI-driven customer experiences.","webCardHtml":"\u003cp\u003eNorihiro Shimogaki, president of ZVC JAPAN, opened the event by stating that Zoom\u0026#39;s CX is evolving from \u0026#39;responsive CX\u0026#39; to \u0026#39;CX that produces results.\u0026#39; The keynote by Chris Morrissey then detailed four forces: AI, system integration, journey-based CX, and cross-enterprise CX strategy. Three companies-Espool, Renxa, and Yokohama DeNA BayStars-shared case studies using Zoom Contact Center and Zoom Virtual Agent alongside AI to improve customer experience. The event attracted over 700 corporate contact center managers and BPO operators.\u003c/p\u003e","blueskyPost":"Zoom's CX Summit Tokyo 2026 outlined a vision for contact centers driven by AI and human co-creation. Over 700 attendees heard about four forces reshaping CX, including system integration and cross-enterprise strategy. Guests from Espool, Renxa, and the BayStars shared use cases.","twitterPost":"Zoom's CX Summit 2026: AI and human co-creation at the center of contact center transformation. Over 700 attended. Guests from Espool, Renxa, and Yokohama DeNA BayStars shared case studies. The company's vision moves beyond responsive CX to results-driven CX.","threadsPost":null,"newsletterBlurb":"ZVC JAPAN held the Zoom CX Summit Tokyo 2026, drawing over 700 corporate attendees. Chris Morrissey outlined four forces transforming contact centers: AI, system integration, journey-based CX, and cross-enterprise strategy. The company's vision emphasizes co-creation of AI and humans, with case studies from Espool, Renxa, and Yokohama DeNA BayStars.","attributionJson":"[{\"source\":\"ASCII.jp\",\"url\":\"https://ascii.jp/elem/000/004/420/4420285/?rss\",\"title\":\"CX Transformation Moves Toward 'Co-Creation of AI and Humans': Zoom's Vision for Contact Centers from 2026\"}]","lintFlagsJson":null,"lintHits":0,"costUsd":0,"inputTokens":4242,"outputTokens":1885,"status":"published","repairAttempts":0,"nextRepairAt":null,"factsAttemptedAt":1784249009,"createdAt":"2026-07-17T00:35:07.000Z","publishedAt":"2026-07-17T00:37:28.000Z","updatedAt":"2026-07-17T00:35:07.000Z"},"cluster":{"id":"c_f9efbebd07a2e0c21a791022","canonicalTitle":"CX変革は“AIと人間の共創”へ　Zoomが描く2026年からのコンタクトセンター像","representativeArticleId":"a_3680a5339e21de523c401eb4","sourceCount":1,"writtenSourceCount":1,"writeAttempts":0,"isSolo":true,"entitiesJson":"{\"anime_titles\":[],\"manga_titles\":[],\"work_titles\":[],\"studios\":[],\"people\":[],\"type\":\"event\",\"domain\":\"industry\",\"is_roundup\":false}","contentType":"news","status":"published","firstSeenAt":"2026-07-17T00:00:00.000Z","lastSeenAt":"2026-07-17T00:00:00.000Z","updatedAt":"2026-07-17T00:37:29.000Z"},"attribution":[{"source":"ASCII.jp","url":"https://ascii.jp/elem/000/004/420/4420285/?rss","title":"CX変革は“AIと人間の共創”へ　Zoomが描く2026年からのコンタクトセンター像"}],"entities":{"anime_titles":[],"manga_titles":[],"work_titles":[],"studios":[],"people":[],"type":"event","domain":"industry","is_roundup":false},"keyFacts":null}