Welcome to Episode 8 of Breaking the Blueprint – the podcast where we challenge conventional thinking on customer experience, loyalty, and leadership.
In this episode, we sit down with Chris Morrissey, GM & Global Head of CX Sales and GTM at Zoom, for a no-holds-barred conversation about what’s really going on in the CX tech space.
👉 Spoiler: Tech vendors are selling you a dream — but handing you a jigsaw puzzle.
Chris shares his candid take on:
•Why so many CX platforms look impressive, but fail to deliver
•The rise (and risk) of “Frankenstacks” in customer experience
•How Zoom is building its CX product organically — no shortcuts, no acquisitions
•The power of native integration and what it means for speed, scale, and simplicity
•The role of AI in separating signal from noise
•Why contact centres are the most underused source of commercial value
•And how CX leaders can shift from firefighting to forward-thinking
This episode is packed with insights for:
•⁠ ⁠Customer Experience (CX) Leaders
•⁠ ⁠Contact Centre and Service Leaders
•⁠ ⁠Chief Marketing Officers (CMOs) and Digital Transformation Directors
•⁠ ⁠Customer Insight and VoC Teams
•⁠ ⁠SaaS and Tech Professionals building or buying CX platforms
🎤 Hosted by Vinay Parmar and Iqbal Javaid – industry leaders, keynote speakers, and co-founders of the Breaking the Blueprint series.
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