How AI is Revolutionizing Customer Service - Zoom Hosts CX-Focused Event "Zoom CX Summit Tokyo"

ZVC JAPAN Inc. (Zoom) will hold a real-world event focused on AI-era CX, "Zoom CX Summit Tokyo," on July 7, 2026 (Tue) at KABUTO ONE HALL & CONFERENCE (Chuo-ku, Tokyo). This will be the second time the event is held in Japan.

With the evolution of AI contact centers and AI agents, companies' customer service is not only becoming more efficient but also expanding to improve customer experience and create new value.

This event will explore the evolution of customer experience in the AI era by providing practical hints for achieving results through the latest customer case studies, the newest AI and CX trends, and demonstrations of CX solutions offered by Zoom, addressing the question, "How can CX be transformed to lead to results?" It will also introduce the next generation of CX, where AI understands context from customer conversations and connects them to appropriate actions, leading to faster problem-solving and business results.

On the day, attendees will have the opportunity to experience the latest trends in AI-era contact centers and CX, the latest customer case studies, demonstrations of the latest Zoom CX, and partner exhibits, presented by Chris Morrissey, Head of Zoom CX from Zoom's US headquarters.

Furthermore, to commemorate Zoom's 15th anniversary, a Zoom 15th Anniversary Networking Reception (invitation only) will be held after the event.

Featured Sessions

1. Opening Keynote AI is Revolutionizing CX: From "Responsive CX" to "Results-Driven CX"

Based on the latest global trends and CX best practices across various industries, this session will introduce how the evolution of AI agents and communication platforms is transforming customer touchpoints for businesses.

Norihiro Shimogaki, Chairman and President, ZVC JAPAN Inc.

Chris Morrissey, General Manager and Global Head of CX & GTM, Zoom Communications, Inc.

Tomofumi Tetsu, Executive Officer, Deputy General Manager, Business Administration Division, Yokohama DeNA BayStars

Giichi Shirakawa, President, Espro Inc.

Atsuaki Ito, Executive Officer, Renxa Inc.

2. Customer Case Study Sessions

The Future of AI-Era Contact Centers as Envisioned by UCC

This session will showcase UCC Group's AI contact center initiatives using Zoom Contact Center and ServiceNow through live demonstrations.

Why We Chose Zoom Contact Center

- Featuring Daiichi Sankyo Healthcare Direct and Global Trust Networks -

Speakers from adopting companies will discuss their implementation background and expected value from utilization.

3. Partner Sessions

Transforming Contact Centers in the AI Era: Next-Generation CX Realized by NTT Docomo Business and Zoom

This session will introduce the evolution of communication infrastructure and contact centers in the AI era.

The Future of Contact Centers Transformed by AI Agents: Utilizing NEC Nets SI's Zoom Virtual Agent

Through case studies of Zoom Virtual Agent utilization, this session will present the vision of next-generation contact centers with the optimal combination of AI and human agents.

4. Special Session

Contact Centers in the Age of AI Agents

This session will involve a discussion with industry leaders about the future of next-generation contact centers where AI and humans co-create.

[Speakers]

Yusuke Sugihara, General Manager, CX 2nd Business Division, Bell System24, Inc.

Norihiro Shimogaki, Chairman and President, ZVC JAPAN Inc. (Zoom)

In addition to the sessions, the event will feature an exhibition corner where attendees can experience Zoom's latest products, as well as opportunities for networking with participants, partners, and Zoom experts.

"Zoom CX Summit Tokyo" Event Overview

Date: July 7, 2026 (Tue) 13:10 - 18:00 (Entry and exit are free) (Reception opens: 12:30)

Venue: KABUTO ONE HALL & CONFERENCE

Address: 7-1 Nihonbashi Kabutocho, Chuo-ku, Tokyo 103-0026 KABUTO ONE 4F

Format: Real-world event

Target Audience: Executives, and managers/representatives from CX, contact center, customer support, sales, marketing, DX, and IT departments.

Organizer: ZVC JAPAN Inc.

Participation Fee: Free (Advance registration required)

How to Register: Please register via the dedicated event website.

Inquiries regarding this event:

ZVC JAPAN Inc. Marketing Department japan-marketing@zoom.com

*Media representatives, please register via the "Media Registration" link.