The Bridgecast with Scott Kinka
From Zoom Boom to AI Boom: What's Next for Customer Experience
June 3, 2026
In this live episode of The Bridgecast from Channel Partners in Las Vegas, host Scott Kinka sits down with Zoom's Sean Fair, Head of Americas CX Sales and Go-to-Market, and Shana Hafterson, Head of Americas CX Channel. Together they explore Zoom's dramatic evolution from a video meeting platform into a multi-billion-dollar enterprise customer experience powerhouse. From agentic AI and workflow automation to real-time audio-to-audio translation, this conversation cuts through the noise to show how modern IT leaders can drive business growth through smarter contact center tech. To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/
In this live episode of The Bridgecast, recorded live at Channel Partners in Las Vegas, host Scott Kinka welcomes Zoom's Sean Fair and Shana Hafterson for an in-depth look at the intersection of artificial intelligence, customer experience, and channel partnerships. Tracking Zoom's massive transformation from a video-centric app to a $4.8 billion debt-free platform spending over $800 million annually on R&D, Sean and Shana share how the company is actively redefining the modern contact center infrastructure. They reveal why true AI integration isn't about replacing human capital, but rather optimizing enterprise workflows from the front door of an organization all the way to backend process finality. 

What you will learn:








About the Guest:

Sean Fair is the Head of CX Sales and Go to Market for The Americas at Zoom, having joined the organization during the initial "Zoom boom" at the start of the pandemic. With over six years of experience at Zoom, he has been instrumental in scaling the phone product and leading regional customer experience market growth strategies. 

Shana Hafterson is the Head of Americas CX Channel at Zoom, bringing deep expertise from a career built in inside sales, UCaaS and CCaaS at organizations like CDW and Five9. At Zoom, she focuses on scaling specialized channel teams that help partners consult on complex AI strategies and enterprise digital transformations. 

To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/

 
Episode Highlights:


Sean breaks down Zoom's rapid transformation from a business video meeting application into a $4.8 billion enterprise platform driven by an annual R&D spend exceeding $800 million. This heavy investment focuses squarely on two central pillars: artificial intelligence and customer experience. 


Zoom focuses on empowering supervisor autonomy by simplifying contact center workflow orchestration. By driving automation through the entire interaction journey, post-call processes that once required extensive human overhead are wrapped up automatically in minutes. 


Shana highlights the emergence of advanced quality management tools built to evaluate both human representatives and virtual AI agents in real time. If a virtual bot experiences an issue or cannot fulfill a request, the system ensures a seamless, real-time escalation to a live human agent. 


Episode Resources:



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