Great executive briefing programs run on a quiet promise: that the customer in the room feels like the only customer that matters. At Zoom, delivering on that promise is the responsibility of the Executive Experience team.
Led by Jennifer Adams, Head of EBC & Value Advisory, the program is anchored on high-touch, personalized sessions where strategic customer and partner relationships deepen and major deals move forward. Experiences are hosted in person at briefing centers in San Jose, London, Singapore, and Tokyo, as well as through virtual briefings that bring the experience to customers across the world.
But personalization at this level does not naturally scale. As demand for executive experiences grew, the team needed to find a way to increase capacity without adding hours of manual work or compromising the quality and customization that make these engagements so valuable.
Today, the program increasingly leverages ZoomMate.
"We weren't looking to outsource customer engagement to AI. We wanted a better way to do the work. By understanding where our team was spending time, we could take manual work out of the process and give that time back to creating better experiences for our customers." — Jennifer Adams, Head of EBC and Value Advisory, Zoom
"We weren't looking to outsource customer engagement to AI. We wanted a better way to do the work. By understanding where our team was spending time, we could take manual work out of the process and give that time back to creating better experiences for our customers."
— Jennifer Adams, Head of EBC and Value Advisory, Zoom
See what ZoomMate can do for your team
Explore ZoomMate
What is an executive briefing center?
An Executive Briefing Center is where a company hosts strategic customers, prospects, and partners for curated, high-touch meetings with executives and product experts. The goal is to deepen relationships, accelerate deals, and outline the art of the possible.
At Zoom's Executive Experience Centers, every session is tailored to the customer (or partner) visiting: their industry, their challenges, their people. That level of customization is what makes the experience valuable. It's also what makes it hard to scale.
Jennifer's team found a way to do both by using Zoom's own AI to build the tools they needed.
Four ways ZoomMate helps power the Zoom Experience Center
Hyper-personalized demo generation
One of the most time-intensive parts of an EBC session is building a demo environment that feels relevant to the specific customer in the room. The experience of rebooking a flight for an airline should feel nothing like flagging fraud for a bank, and neither should the demo. Historically, that level of customization meant a robust, time-consuming configuration for each account.
The Executive Experiences design and delivery team, under manager Greg Klingshirn, changed that with ZoomMate. Using ZoomMate's agentic capabilities, they built a way to automatically generate custom JSON files: the underlying data that drives an account-specific demo's content. For example, a contact center experience can be tailored to a specific customer, like an airline company, without standing up a full environment from scratch. The first few auto-generated JSONs needed manual cleanup. But the iteration cycle was fast, and within a few rounds, the output was customer-ready.
"The real value isn't time saved, it's that we can now deliver a personalized ZVA demo to every customer. That wasn't realistic before, at any scale." — Scott Lee-Guard, Demo Evangelist, San Jose Executive Briefing Center
"The real value isn't time saved, it's that we can now deliver a personalized ZVA demo to every customer. That wasn't realistic before, at any scale."
— Scott Lee-Guard, Demo Evangelist, San Jose Executive Briefing Center
AI-assisted briefing prep for subject-matter experts
The subject-matter experts (SMEs) who join EBC sessions: a product general manager, a regional leader, or a technical specialist, are often the most valuable voices in the room. They're also the most likely to arrive straight from back-to-back meetings with little context on the customer they're about to meet.
The team is using ZoomMate to reduce that gap. Relevant pre-brief recordings can be added automatically to an SME's calendar invite, so they can get up to speed before they walk in. And when there's no time to prep, briefing managers lean on pre-built ZoomMate prompts during the live session to surface key context on the fly — helping SMEs adjust their talk track in the moment.
"ZoomMate helps us make sure everyone in that room, whether they had two hours to prepare or two minutes, shows up ready for the right conversation." — Jennifer Adams, Head of EBC and Value Advisory, Zoom
"ZoomMate helps us make sure everyone in that room, whether they had two hours to prepare or two minutes, shows up ready for the right conversation."
— Jennifer Adams, Head of EBC and Value Advisory, Zoom
AI-powered slide generation and brand consistency
Running EBC sessions across four locations generates a constant flow of presentation content: content that must meet Zoom's brand standards while remaining hyper-personalized to each customer in both messaging and visual identity. Between digital signage, slide decks, custom design demos, and production elements, maintaining this co-branded consistency and personalization at scale required significant time investment.
One solution that quickly gained traction with field teams was the Slide repurpose skill. It addressed both consistency and efficiency challenges by automating the tedious process of reformatting presentations to align with detailed brand standards. Users can upload any deck, regardless of its original format or the variety of slide types it contains, and the system can automatically convert it into a polished, on-brand presentation ready to use.
As the volume of AI-generated slides grows, this repurpose skill lets people create presentations without losing the visual consistency expected from an enterprise company. — Andrew Zell, Design Lead for Slide Skill, Zoom
As the volume of AI-generated slides grows, this repurpose skill lets people create presentations without losing the visual consistency expected from an enterprise company.
— Andrew Zell, Design Lead for Slide Skill, Zoom
Automated virtual background generation
In a hybrid briefing, the virtual participants matter as much as the people in the room. The team makes sure every remote attendee has a personalized virtual background featuring their name, title, and the customer's logo. It's a small detail, and it's exactly the kind of detail that makes an experience feel deliberate rather than generic.
Those backgrounds used to be built by hand before every session. Now ZoomMate can generate them automatically, drawing on the same brand assets and customer information the team already uses to build onsite signage. The output is consistent, on-brand, and ready without the manual lift.
Ready to build your own ZoomMate workflows?
What this makes possible
Taken together, these use cases tell one story: ZoomMate enables the EBC team to deliver a more personalized experience to more customers, without requiring added headcount or compromising quality.
Greg's team had no formal coding background. They used ZoomMate to build vibe code tools now used across Zoom's sales and marketing organizations, and each one came together in about a week. They didn't need to wait for a development project or file an IT ticket. They saw a problem, opened ZoomMate, and started building.
That's the part worth sitting with. The EBC team isn't an engineering team. They're briefing managers, evangelists, and designers using ZoomMate to do things that would have required a developer not long ago.
If Zoom's EBC team can build this, what could your team build?
Learn how you can start building with ZoomMate today
ZoomMate can give your team the AI tools to automate workflows, personalize experiences, and build smarter — no coding background required. See what's possible.
