AWS Contact Center
Enterprise Connect 2025: Your guide to AWS sessions on AI and CX innovation
Enterprise Connect 2025 is around the corner, where attendees will explore the transformative intersection of AI and customer experience. From March 17-20 in Orlando, Florida, AWS leaders will be onsite, sharing insights on implementing AI strategically and delivering more meaningful customer experiences. Through keynotes, panel discussions, and interactive sessions, attendees will discover how organizations are successfully leveraging AI to empower agents, enhance customer satisfaction, and drive business growth. Whether you’re evaluating customer experience solutions, exploring proactive customer engagement, or seeking to optimize your AI implementation strategy, our comprehensive lineup of sessions offers practical guidance for your CX journey.
Here’s an overview of can’t-miss sessions:
AWS Keynote: AI at the Right Time with AWS
Tuesday, March 18 | 11:05AM – 11:30AM (EST)
The promise of AI and generative AI is everywhere. Join AWS Vice President of Customer Experience Services, Pasquale DeMaio, to learn how utilizing AI at the right time in your customer journey can unify insights, enable your agents to lead with empathy, resolve issues more efficiently, and ultimately deliver more meaningful customer experiences.
Keynote Panel: What’s the Case for AI in the Enterprise?
Monday, March 17 | 1:00PM – 1:45PM (EST)
In this session, Himanshu Suri, Head of Contact Lens for Amazon Connect, joins industry leaders to assess the real-world impact of generative AI two years into its emergence. The panel will examine proven use cases, governance challenges, and security considerations shaping AI adoption in contact centers. Attendees will gain practical insights for navigating AI implementation decisions, including realistic expectations for conversational AI capabilities and strategic planning for the next 12-24 months.
Solution Spotlight
Tuesday, March 18 | 12:30PM – 12:50PM (EST)
In this 20-minute session, Mike Wallace, head of the Americas Solution Architecture Practice for Customer Experience at AWS, will dive deeper into the latest innovations from Amazon Connect, AWS’s AI-powered cloud contact center solution. Join us at the Solution Spotlight Theater (Booth #1501) for this exciting session.
Keynote Panel: Have CCaaS Decisions Become CX Platform Decisions?
Wednesday, March 19 | 10:20AM – 11:00AM (EST)
In this session, Pasquale DeMaio joins industry analyst Sheila McGee-Smith and other contact center thought leaders to explore the evolving landscape of customer experience platforms. Together, they’ll examine how AI capabilities and comprehensive CX platforms are reshaping solution requirements beyond traditional voice services. The discussion will provide actionable insights for making informed decisions about your contact center’s technology investments over the next 12-24 months.
Breakout Session: Why Every CX Leader Should be Stepping Up their Proactive Outreach Game
Thursday, March 20 | 8:00AM – 8:45AM (EST)
In this session, Davor Golac, General Manager of Amazon Connect, joins industry experts to explore how AI-driven proactive customer engagement is reshaping traditional service models. The panel will examine how leading companies are leveraging intelligent outreach to drive revenue, reduce costs, and enhance customer satisfaction, moving beyond simple rules-based automation. Drawing from Metrigy’s research, attendees will learn practical strategies for implementing AI-powered proactive customer service and understanding its financial and operational implications.
Connect with AWS at Enterprise Connect
Visit us at booth #505 in the Expo Hall 3/17-3/19 to experience hands-on demonstrations of Amazon Connect and Amazon Workspaces Thin Client capabilities and discuss your unique business challenges with our solution experts. Whether you’re looking to enhance customer experience, optimize agent productivity, or leverage AI-driven insights, our team is ready to help chart your path forward. To schedule an in-person meeting, reach out to your AWS account team. We look forward to seeing you there.
To request a meeting onsite, fill out the form at this link.