Quick summary: Explore ChurnZero’s Q2 2025 product updates including AI meeting follow-up emails, sentiment analysis on notes and activities, Zoom integration, and major Success Plan enhancements. See what’s new in the platform to improve CS efficiency and data visibility.
We’re halfway through 2025, and there are plenty of updates and enhancements to highlight across the ChurnZero platform. See below for how we’ve streamlined email, improved customer sentiment tracking, updated Success Plan elements, and more.
1. AI meeting follow-up email
What to know:
Completing the end-to-end meeting workflow in ChurnZero, this CS AI enhancement automatically generates a follow-up email using meeting notes and summaries, as soon as a meeting is marked as complete. The draft appears in the meeting owner’s Command center, ready for reviews, tweaks, and a one-click sendoff.
How it helps you:
- Triggering the creation of an AI-generated follow-up is now automated instead of manual
- Managed at the individual CZ user level and can be toggled on and off as needed
- Streamlines post-meeting communication, ensures consistency, and helps CSMs maintain momentum without adding to their workload
2. Sentiment tracking on notes and tasks/activities in Engagement AI
What to know:
Engagement AI’s sentiment analysis is now available on Notes and Activities. This expands the set of objects where sentiment is detected and categorized, alongside existing support for Surveys, Meetings, and Emails. Notes and Activities sentiment will appear on profile timelines and within segments.
How it helps you:
- Broadens Engagement AI’s coverage to include internal interaction records, notes, and tasks/activities
- Provides teams with visibility into tone and outcomes of all internal and external touchpoints
- Surfaces sentiment trends across all engagement types for deeper analysis, proactive workflows, and a more complete picture of customer health
3. Zoom call integration
What to know:
ChurnZero now supports a native integration with Zoom for call recordings. Similar to existing integrations with Gong and Chorus, it syncs recorded Zoom meetings into CZ as Meeting activities.
Depending on the user’s setup:
- If meeting summaries are enabled in the Zoom AI Companion account, those summaries also will be pulled into ChurnZero
- If Zoom is connected alongside another call recording integration, Zoom syncs will occur on a two-hour delay to prioritize the designated platform
- If a meeting is already linked to a recording from another integration, ChurnZero will not overwrite existing summary notes with those from Zoom
How it helps you:
- Expands ChurnZero’s call intelligence capabilities by supporting additional recording sources
- Allows teams to centralize meeting activity and summaries
- Improves engagement tracking and visibility across systems, while honoring existing workflows for customers leveraging other recording tools
4. Updates to Command Center “Team View”
What to know:
The Command Center’s Team View now has expandable and collapsible rows, providing a more unified layout for viewing team members’ Meetings, Tasks, and Messages for Review. This enhancement can help managers take action directly on these items, including updating tasks, reviewing messages, and performing bulk actions across their team.
How it helps you:
- More efficiency to oversee and act on team responsibilities, especially if someone is out of office or multiple teams need to be supported
- Streamlines coverage, reduces delays, and enables more proactive management of shared workflows (i.e. play-driven tasks and customer communications)
5. Success Plan enhancements (segmentation, alerts, duplications, preview)
What to know: Success Plan segmentation
With new Success Plan-specific segment types, users can create segments that return lists to their Success Plans filtered by criteria (plan, goal, step attributes, account attributes, etc.). Segments can also be used to power automation and engagement across ChurnZero (e.g. plays, alerts, surveys, etc.)
How it helps you:
- Build segments that return individual Success Plan records versus running a report of accounts with associated Success Plans
- Zero in on specific Success Plans and view Plan attributes for easy referencing
What to know: Success Plan alerts
Users can now create segment alert criteria with Success Plan segments. This update includes the ability to use Success Plan attributes as merge fields in the subject and message, along with account and account role attributes.
How it helps you:
- Trigger alerts based on customers’ Success Plans and related goals and steps
- Ensure plans are kept up-to-date and customers are getting the support they need
What to know: Success Plan duplication
Users can now duplicate entire Success Plans within an account or to any other account. This includes duplicating individual goals – just drop them into an existing plan on the same account, another plan on that account, or a plan on a different account.
How it helps you:
- Highly requested by CZ users and a major efficiency gain for teams who can reuse plans and goals across one or many customers
- Account owners no longer need to rebuild Plans and Goals from scratch, making it easier to scale what works and reinforce best practices
What to know: Success Plan preview
The new preview option makes it easier for a ChurnZero user / Success Plan owner to see exactly what a shared Success Plan will look like from the customer’s perspective—without needing to add themselves as a collaborator. This streamlines the review process, reduces back-and-forth, and builds confidence in what’s being shared externally.
How it helps you:
- With the new Preview feature, you can open the shared version of your plan in a new window without having to add yourself as a viewer/collaborator. Not only does this help you see what the plan looks like outside of ChurnZero, but it also helps you share your screen or take screenshots without showing the “behind the scenes” of plan building.
- After you set up sharing on Success Plans, you can quickly and easily see the same plan a customer would see without having to add yourself as a collaborator. This update adds a “Preview” option to the actions menu on the individual plan’s summary card (in the same menu section as “Share Settings” and “Manage Collaborators.“)
7. Play widgets in Custom Dashboards and Account Insights
The Plays widget brings play-level analytics into Custom Dashboards and Account Insights.
What to know:
- Users can build charts and graphs with metrics across a single or multiple plays, including data on plays in progress, completion rates, goals met, and keep track of the number of accounts that have completed plays, track which plays are still in progress, and more
How it helps you:
- The Plays widget within Custom Dashboards and Account Insights surfaces key play-level insights and makes it easier to track performance alongside other account or team metrics. With greater visibility into engagement, progress, and outcomes, teams can manage in-flight initiatives more effectively and optimize execution across their portfolio.
Bonus update: UI redesign
We’ve rolled out a new UI design across the platform, featuring updated colors, modernized styles, and an overall cleaner layout. This update is almost exclusively focused on visual enhancements, and does not impact workflows or functionality, except for two changes to the main navigation bar:
- The Resource Menu icon with links to the Academy/KB/Community AND the Admin space switcher icon have moved to the bottom-left corner of the main navigation bar
This redesign brings a more modern, consistent visual experience to the ChurnZero platform, making the interface feel cleaner, more current, and easier to navigate. While workflows remain unchanged, the updated layout improves usability by aligning with current UI standards.
