Everyone you know uses Zoom. That wasn't the plan
Jon Sarlin,
CNN,
Nov 23, 2020
This is a longish and fairly detailed account from CNN (full-text plus video) describing the ascent of Zoom and the recent history of videoconferencing generally. The lesson should be obvious to everyone: people want online services that are easy to use (whether or not they are in the enterprise). And they will sacrifice a lot to get that - features, security, suitability. I mean, after all, ask yourself, why did the pivot to remote learning take to Zoom rather than established online learning applications that had been in development over the last 20 years? Why did they turn away in droves from already installed WebEx instances? "Customers grew frustrated with the quality of the product. They wanted (it) to work reliably and more intuitively. And above all else, they wanted video to run seamlessly... No one wants to download an app or sign up for an account if they don't have to. They just want the thing to work."
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