Summary
On this episode of Direct from the Expo, the Collab Collective’s Craig Durr talks with leaders from Google, AudioCodes, Webex, Five9, Twilio, and Zoom 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 – Outbound Product Management Lead - CCAI & CX at Google
- Maggie Mishin – Director of Sales at AudioCodes
- Jessica Smith – Director of Product Marketing, Webex Customer Experience at Cisco
- Matt McGinnis – Vice President of Product, Industry, and Solution Marketing at Five9
- Scott Edwards – Sr. Director, Product Marketing at Twilio
- Patrick Kelley – Distinguished Architect at Zoom Video Communications