The Segmentation Paradox: How Scaling Low-Touch Made Us More Personal

Session Abstract

In this session, leaders from ZoomInfo share how they redesigned their customer segmentation strategy to scale personalized customer experiences more effectively. Attendees will learn how the team balanced white-glove enterprise support with more tailored digital engagement for smaller accounts, strategically embedded human touchpoints within scaled programs, and reallocated CX resources to maximize customer impact across different segments and experience models.