From Video to CX: Shana Hafterson and Sean Fair on Zoom’s Next Evolution
May 13, 2025
What if you could transform your customer experience while leveraging the power of AI and video?
In this episode of The Bridgecast, host Scott Kinka and David McAbee sit down with Zoom’s CX team of Sean Fair and Shana Hafterson to explore Zoom’s transformation into a full-scale customer experience platform. They dive into how AI, video support, and unified communication tools are helping businesses cut resolution times by 50%, improve agent performance, and modernize contact centers. Get practical insights into the future of CX and what it takes to implement these technologies successfully.
What if you could transform your customer experience while leveraging the power of AI and video?
In this episode of The Bridgecast, host Scott Kinka and David McAbee sit down with Zoom’s CX team of Sean Fair and Shana Hafterson to explore Zoom’s transformation into a full-scale customer experience platform. They dive into how AI, video support, and unified communication tools are helping businesses cut resolution times by 50%, improve agent performance, and modernize contact centers. Get practical insights into the future of CX and what it takes to implement these technologies successfully.
What you will learn:
- How Zoom's pivot from meetings to voice to CX reflects changing customer engagement needs
- How video integration in customer support can reduce resolution times by up to 50%
- How AI-powered agent assistance reduces training time while improving efficiency
- How self-service capabilities are transforming customer support
- Why companies are increasingly seeking unified UCaaS and CCaaS solutions
- How Zoom's proven scalability and reliability translate to enterprise CX deployments
- Generational preferences: self-service vs. human support
- Why service partner expertise is crucial for successful CX implementations
Sean Fair is Head of CX Sales and GTM at Zoom, bringing over 25 years of experience in unified communications and contact center technology. Sean has previously held leadership positions at Mitel and ShoreTel and played a pivotal role in scaling Zoom's phone division to 7 million subscribers before leading their contact center initiatives. He specializes in talent acquisition and team development, having built successful leadership teams across Zoom's Phone and Contact Center divisions.
Shana Hafterson is Head of Americas CX Channel at Zoom, bringing extensive experience from previous roles at Five9 and other leading CX technology providers. She specializes in helping organizations bridge the gap between employee and customer experience through innovative technology solutions. Her expertise in channel development and understanding of CX market dynamics provides a valuable perspective on the evolution of customer service technology and implementation strategies.
Episode Resources:
- Sean Fair on LinkedIn
- Shana Hafterson on LinkedIn
- Zoom Communication Website
- Scott Kinka on LinkedIn
- David McAbee on LinkedIn
- The Bridgecast on Apple Podcasts
- The Bridgecast on Spotify
- The Bridgecast on YouTube
Previous Zoom episodes:
- Building Your Personal Brand in the Era of Virtual Meetings with Zoom’s Patrick Kelley
- The Collaboration Technology Evolution with Graeme Geddes of Zoom
- Earn Your Employee’s Commute with Zoom’s Gary Sorrentino
- Building a Smarter AI Enterprise Strategy: Live from NJ SIM
Previous episode with David McAbee:
Books mentioned in the episode: