{"id":21561,"date":"2025-07-28T19:29:12","date_gmt":"2025-07-28T19:29:12","guid":{"rendered":"https:\/\/sundaysky.com\/?post_type=blog&p=21561"},"modified":"2025-07-30T13:26:27","modified_gmt":"2025-07-30T13:26:27","slug":"forrester-cx-summit-zoominfo-personalized-video","status":"publish","type":"blog","link":"https:\/\/sundaysky.com\/jp\/blog\/forrester-cx-summit-zoominfo-personalized-video\/","title":{"rendered":"How ZoomInfo is powering scalable CX with personalized video"},"content":{"rendered":"\n

At the 2025 Forrester CX Summit<\/a>, SundaySky joined forces with ZoomInfo to spotlight how video personalization is reshaping the customer experience (CX) at scale. The session, led by Mary Iapicca, ZoomInfo’s VP of Customer Experience, offered a candid look into the company\u2019s journey in creating a more differentiated, scalable, and impactful digital customer journey\u2014with SundaySky\u2019s video platform playing a critical role in that transformation.<\/p>\n\n\n\n

Below are key takeaways from the session that show how digital CX strategy, video, and data-driven engagement can assemble to deliver meaningful business outcomes.<\/p>\n\n\n\n

1. Scaling doesn\u2019t mean sacrificing the human touch<\/h2>\n\n\n\n

ZoomInfo’s customer base\u2014onboarding 1,600 customers per month with 85% in a scaled CSM model\u2014demanded a more flexible approach to customer engagement. Historically, onboarding was a one-size-fits-all experience: kickoff call, then training. While effective, it didn\u2019t scale.<\/p>\n\n\n\n

To address this, ZoomInfo built out differentiated engagement models tailored to customer segments and product adoption maturity. Video via the SundaySky platform became the linchpin for balancing scalability and personalization. <\/p>\n\n\n\n

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\u201cBecause of the volume of customers that we see at ZoomInfo, scale and digitization are not buzzwords for us. They\u2019re a necessity.\u201d – Mary Iapicca, VP of Customer Experience, ZoomInfo<\/strong><\/p>\n<\/blockquote>\n\n\n\n

2. Three smart ways to use video during customer onboarding<\/h2>\n\n\n\n

Video is more than an engaging format. It can completely reshape how onboarding is delivered, especially at scale. Mary and the ZoomInfo team found three key places in the early customer journey where video made a measurable difference:<\/p>\n\n\n\n

Digital kickoffs <\/h3>\n\n\n\n

Instead of scheduling one-off calls, ZoomInfo sends personalized kickoff videos that link to short surveys. Not only do they collect critical customer intent data without needing a live conversation, but they also see higher completion rates than traditional email surveys. Bonus: it frees up time for onboarding managers to focus on higher-value work.<\/p>\n\n\n\n

Learn more: <\/strong>Video personalization with SundaySky<\/strong><\/a><\/p>\n\n\n\n

Intro to your onboarding manager<\/h3>\n\n\n\n

It may seem simple, but putting a face to a name early on helps prevent confusion. ZoomInfo found that customers were less likely to get mixed up on their package details or reach out to the wrong contact when they’d already been \u201cintroduced\u201d via video.<\/p>\n\n\n\n

Milestone Reviews<\/h3>\n\n\n\n

Rather than generic check-in emails at the 30-day mark, ZoomInfo sends SundaySky videos that recap progress, highlight what\u2019s left to do, and offer quick guidance. It feels celebratory, not naggy\u2014and customers actually watch them.<\/p>\n\n\n\n

These aren\u2019t flashy campaigns. They\u2019re intentional, embedded touchpoints that help customers feel supported while guiding them to real outcomes.<\/p>\n\n\n\n

3. \u201cCrawl, Walk, Run\u201d isn\u2019t just a framework\u2014it\u2019s a mindset shift<\/h2>\n\n\n\n

One of the most commonly underrated tips from ZoomInfo\u2019s approach was that they didn\u2019t try to launch a perfect, fully integrated video strategy from day one. Instead, they started small and scaled with purpose.<\/p>\n\n\n\n

The team took a \u201ccrawl, walk, run\u201d approach:<\/p>\n\n\n\n