---
title: "Direct from the Enterprise Connect Expo: What Is CX and AI?"
description: Craig Durr of The Collab Collective explores how AI is transforming customer experience in interviews with tech leaders at Enterprise Connect 2025.
image: https://collab-collective.com/hubfs/Image%20-%20CX%20and%20AI-%20Direct%20from%20the%20Expo.png
---

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 April 6, 2025

# Direct from the Enterprise Connect Expo: What Is CX and AI?

![Picture of Craig Durr](https://app.hubspot.com/settings/avatar/5f84b116c42ea50a75f462b073c055c1)    Craig Durr  ·   1 minute read

![Craig Durr talks with leaders from Google, AudioCodes, Webex, Five9, Twilio, and Zoom at Enterprise Connect 2025.](https://collab-collective.com/hs-fs/hubfs/Image%20-%20CX%20and%20AI-%20Direct%20from%20the%20Expo.png?width=1920&height=1080&name=Image%20-%20CX%20and%20AI-%20Direct%20from%20the%20Expo.png)

## Summary

On this episode of Direct from the Expo, the Collab Collective’s Craig Durr talks with leaders from [Google](https://about.google/), [AudioCodes](https://www.audiocodes.com/), [Webex](https://www.webex.com/), [Five9](https://www.five9.com/), [Twilio](https://www.twilio.com/), and [Zoom](https://www.zoom.com/) at Enterprise Connect 2025. These experts unpack what customer experience (CX) really means in today’s AI-driven environment. From conversational AI to seamless omnichannel support, each guest shares how their organization is redefining CX.

## Their Discussion Covers:

- *Beyond the Contact Center*: Google explains why customer experience is more than just support—it’s a full lifecycle from search to fulfillment.
- *Efficiency via AI*: AudioCodes and Webex highlight how AI enables more personalized, efficient touchpoints across the customer journey.
- *AI-Powered Empowerment*: Five9 and Twilio show how AI not only enhances CX, but also improves agent performance and decision-making.
- *Omnichannel Choice*: Zoom emphasizes customer control, allowing users to choose how they engage while AI handles intent and context.

 

*Guests featured in this episode:*

- [Matt Clare](https://www.linkedin.com/in/matthewjclare/) – Outbound Product Management Lead - CCAI & CX at Google
- [Maggie Mishin](https://www.linkedin.com/in/maggiemishin/) – Director of Sales at AudioCodes
- [Jessica Smith](https://www.linkedin.com/in/jessica-smith-a873b02a/) – Director of Product Marketing, Webex Customer Experience at Cisco
- [Matt McGinnis](https://www.linkedin.com/in/mattmcg/) – Vice President of Product, Industry, and Solution Marketing at Five9
- [Scott Edwards](https://www.linkedin.com/in/scottdedwards/) – Sr. Director, Product Marketing at Twilio
- [Patrick Kelley](https://www.linkedin.com/in/tattooednerd/) – Distinguished Architect at Zoom Video Communications

 

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