re:Invent 2024: Your guide to customer experience with Amazon Connect

AWS re:Invent 2024 is around the corner, and the Amazon Connect team is excited to welcome a global audience to Las Vegas December 2-6. Hear from AWS and your peers or roll up your sleeves for some hands-on learning in an exciting array of breakout sessions, chalk talks, builders’ sessions, and workshops. To learn how your organization can reimagine their contact center and customer experience strategies, Here is a guide to help you build your agenda.

In addition to announcements during the re:Invent keynotes, there are several specific sessions you’ll want to join us for:

BIZ221-INT | Innovation Talk | Generative AI for customer service
Monday, Dec 2nd | 10:30 AM – 11:30 AM PST (Reference the live catalog for the latest date/time information)
Generative AI promises to revolutionize customer interactions, ushering in a new era of automation, cost efficiencies, and responsiveness. However, realizing this transformative potential requires a holistic approach that harmonizes people, processes, and technology. Through customer success stories and demonstrations of the latest AWS innovations, gain insights into operationalizing generative AI for customer service from the Vice President of Amazon Connect, Pasquale DeMaio. Whether you’re just starting your journey or well on your way, leave this talk with the knowledge and tools to unlock the transformative power of AI for customer interactions, the agent experience, and more.
Speaker:

• Pasquale DeMaio, Vice President & General Manager of Amazon Connect, AWS

BIZ213 | Breakout Session | How Amazon.com powers customer-obsessed service with Amazon Connect
Wednesday, Dec 4th | 2:30 PM – 3:30 PM PST (Reference the live catalog for the latest date/time information)
At Amazon.com, being customer-obsessed is key to earning trust though every customer service interaction. In this session, learn how Amazon customer service, the largest worldwide customer for Amazon Connect, scales to billions of customer interactions per year using Amazon Connect to deliver convenient, personalized customer experiences. Hear how Amazon is investing in generative AI to augment customer service interactions that address complex customer support needs in a comprehensive manner worldwide.
Speakers:

• John Chao, Director, Customer Engagement, Amazon.com Customer Service
• Jeff Christenson, Sr Manager, Customer Engagement, Amazon.com Customer Service
• Lauren Dickerson, Manager, Worldwide Specialist for Amazon Connect, AWS

BIZ218 | Breakout Session | How Frontdoor, Inc. boosts agent productivity with Amazon Connect
Tuesday, Dec 3rd | 4:00 PM – 5:00 PM PST (Reference the live catalog for the latest date/time information)
Contact center agents are a critical part of customer service delivery. Hear from AWS and Frontdoor, Inc.—the largest provider of home warranties in the US—about how you can empower agents and increase productivity with a unified, generative AI–powered workspace in Amazon Connect that provides agents the critical capabilities they need to deliver personalized service to your customers. Walk away with new ideas about how to improve agent handling of complex customer inquiries, and make every agent your best agent, starting their first day.
Speakers:

• Scott Brown, SVP Customer Experience, Frontdoor
• Trevor Bloking, Sr Manager, Product Management for Amazon Connect, AWS

For a complete list, download the customer experience guide to re:Invent.

Join us at the customer experience reception

Additionally, RSVP to attend our customer experience reception on Tuesday, December 3rd at the Mayfair Supper Club at The Bellagio for an opportunity to network with AWS contact center experts and your peers. Stop by at the end of the day for gourmet bites, playful cocktails, live entertainment, and engaging CX-centered discussions.

There is still time to register and reserve your spot! We can’t wait to see you at re:Invent 2024.