Compounding Value: How ZoomInfo Connects CX to Business Outcomes

See how ZoomInfo's VP of CX connects everyday support interactions to retention and revenue in this practical framework for outcome-driven CX teams.

By Sam Holzman·Aug 06, 2026·1 min read

Most CX teams measure what's easy to count: tickets closed, calls held, and so on. But those numbers say nothing about whether a customer is actually succeeding, and leadership is done accepting activity as a proxy for impact. This guide draws on a conversation with Mary Iapicca, VP of Customer Experience at ZoomInfo, who transformed her team's operating model around customer outcomes instead of operational metrics. You will walk away with a practical framework for connecting every interaction, and every team, to retention and growth.

What is inside

Why the best CX teams treat every interaction as one story, not a series of isolated moments
Three shifts required to redesign your operating model around outcomes instead of activity
Why segmentation should shape how you deliver an experience, not whether a customer earns one
How to design for the two different journeys inside every account: the buyer and the end user
Where AI creates real leverage for a CX team, and where it should stay out of the way
Three specific moments in the customer journey that determine whether an account renews and expands

“I think the question we constantly ask ourselves is pretty simple. Did we create momentum for that customer with this interaction? If the answer is yes, we’re compounding value. If it’s not, we’re probably compound ing risk instead.”

Mary Iapicca

VP of Customer Experience, ZoomInfo