AWS Contact Center
AWS re:Invent 2025: Reimagining customer experience with Amazon Connect
Mark your calendars for AWS re:Invent 2025! This December 1-5, as AWS brings together visionary leaders, technical innovators, and industry pioneers in Las Vegas, the Amazon Connect team is gearing up for an immersive exploration into the future of intelligent customer experiences.
After a transformative year for AI, re:Invent 2025 is your opportunity to discover how organizations are reimagining customer experience and contact center operations. Through keynotes, breakout sessions, and hands-on learning, you’ll see how businesses are leveraging agentic AI to deliver exceptional customer experiences while driving operational efficiency.
Whether you’re new to innovations in AI-powered customer engagement or an experienced Amazon Connect user, we’ve curated an experience that spans from foundational best practices to cutting-edge innovations. You’ll gain insights into how organizations are transforming their customer experience strategies while optimizing costs and improving business outcomes.
To help you navigate the wealth of content at re:Invent 2025, we’ve created this comprehensive guide of must-attend sessions and networking opportunities focused on customer experience.
In addition to announcements during the re:Invent keynotes, here are the sessions you won’t want to miss:
BIZ221 | Breakout Session | Agentic AI advancements in customer experience with Amazon Connect
Monday, Dec 1st | 10:00 AM – 11:00 AM PST (Reference the live catalog for the latest date/time information)
Amazon Connect transforms routine interactions into memorable moments by seamlessly embedding AI across every customer touchpoint – built from the ground up as a unified solution that’s been cloud and AI-native since day one. By driving seamless coordination between human and AI agents, it preserves context across every interaction to drive differentiated customer experiences. Join this session with Pasquale DeMaio, VP of Customer Experience, on how Amazon Connect is revolutionizing contact centers through agentic AI. Hear from your peers as they share their firsthand experience and best practices, illustrating the real-world impact and benefits of AI-powered customer service.
Speakers:
- Pasquale DeMaio, Vice President & General Manager, Amazon Connect, AWS
- Bamba Diouf, Principal Product Manager, Amazon Connect, AWS
- James Boswell, Vice President of Cloud, Centrica
- Darren Miles, Chief Technology Officer (CTO), Centrica
Learn from your peers in breakout sessions with AWS experts and Amazon Connect customers such as… So Energy, Anthology, Petco, Traeger Grills, Cochlear, Canada Life, TUI, UC San Diego Health, Caesars Entertainment, and Zepz.
Check the live catalog for all of the Amazon Connect sessions and the latest scheduling information.
Customer Experience Reception: Creating Moments That Matter
Additionally, register to attend our customer experience reception on Tuesday, December 2nd at Giada at the Cromwell. Join Pasquale DeMaio, Vice President of Amazon Connect, for an evening where innovation meets creativity. Connect with AWS experts and fellow CX leaders while enjoying live entertainment, food and drinks, and demonstrations of customer experience innovation. Don’t miss this opportunity to be part of an evening focused on creating exceptional customer experiences.