Gary Sorrentino on How Zoom Is Moving AI from Conversation to Completion

**Gary Sorrentino** (0:00)
Just like if I sent my agent, and my agent said, Gary is free next Thursday at 9, you have to believe that. Because the day you don't believe that, and you said, hey, I called Gary later and he said he wasn't, the agent fails.

**Peter High** (0:13)
Welcome to Technovation. I'm Peter High, president of Metis Strategy. My guest today is Gary Sorrentino. Gary is the global chief information officer of Zoom. Once synonymous with video conferencing, Zoom has evolved into a full enterprise AI platform generating approximately $4.7 billion in annual revenue.
In his role, which he took on four years ago, he acts as an advocate on behalf of the firm with his peer chief information officers. He brings decades of experience leading technology in multiple story and financial institutions, including more than a decade at CTO at JP Morgan Asset and Wealth Management and senior roles at Citi, Credit Suisse and UBS. Gary, welcome to Technovation. It's great to speak with you today.

**Gary Sorrentino** (0:52)
Great, great seeing you.

**Peter High** (0:54)
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Now on to the interview.
Thank you. I appreciate that. Well, let's begin with Zoom. I talked a little bit about its evolution. That's a meta conversation as we're leveraging Zoom now for this very conversation. But talk a bit about Zoom's business and its evolution across the four years you've been there.

**Gary Sorrentino** (1:55)
Zoom has changed so much.
Right now, we're a global enterprise platform, and we're really focused on what today's problems are. Today's problems are really about where work still happens to conversation. But how many times have we had a conversation in life and nothing comes out of it? Where's the outcome of it?
That is really what Zoom is focused on right now. As you said at the beginning, we got our reputation from a video conferencing tool, especially during the pandemic. Simple, reliable, easy to use, but now we've evolved. And you mentioned, it was great, you mentioned some of the products, right? You mentioned Zoom phone, Zoom contact center, our customer experience, Zoom workplace. But really, I think this is a great time for the interview because we just announced this week Zoom WorkMate. And Zoom WorkMate is really this new AI surface that we just launched, like I said, on Monday, and it's built specifically. And I'm sorry, you're going to hear this tagline a couple of times today of how to move from conversation to completion. And that's where we think people are looking for today. What they want to do is they want to get more out of that valuable human to human conversation, right? But it makes no sense to have a great conversation.

**Peter High** (3:11)
Appreciate that overview, Gary. I also mentioned in the introduction, the extent to which you're an advocate for your peers among Zoom's customers, that is the business customers, fellow Chief Information Officers. Describe that collaboration and the advocacy that you have on behalf of the company.

**Gary Sorrentino** (3:28)
Well, first of all, the only thing I'm going to correct you on is probably my bio, but I've been doing this. This is my 48th year in technology, right? When I said 25, I was like, wow, I just got 20 years younger.
But I'm almost 48 years in technology somewhere. I've been 25 years though on Wall Street. And so today, one of the roles that I do play is I want to understand what my peers are going through. I want to understand what they need. What they don't need is just more tools. They need solutions. They need things that they can give to their internal customers, their employees to raise that employee experience, to make that customer experience better. And so one of the things I try to do is add value to what they're doing, learn from them.
A lot of times, it's even about just giving them advice that other people in other industries do. I remember when I was in Wall Street, we always looked at what Wall Street banks did. Yeah, well, maybe now we have to look beyond that. Maybe we should look at how other customer experiences are happening that aren't financial, but still of high value. So one of the things I get to do is one, work with them to experience what they need in the industry and how we're trying to make it better. But two, bring that insight into Zoom.