Tag: Customer Experience

Picture a summer thunderstorm in July that grounds flights across a major hub. Hundreds of travelers are stranded overnight. At most hotels, the calls start coming in. People wait on hold to extend a stay, move a checkout, or rebook a room they can no longer reach in time. Lily doesn’t call. The hotel texts […]

You’re on vacation and your card gets declined. You’re at dinner with your family in a country you’ve never been to, staring at a bill you can’t pay. You’re wondering if it will work for the cab ride home. No text comes through, no notification, no call. You call your bank. The IVR asks how […]

Platform migrations are technical events with real customer experience consequences. With Amazon Pinpoint reaching end of support on October 30, 2026, teams managing millions of customer touchpoints face an architectural question: where do we go, and how do we bring everything we’ve built with us? The migration isn’t simple. Data has dependencies. Capabilities overlap in […]

We’re Willing to Be Misunderstood  At Amazon, one of our leadership principles is Customer Obsession and sometimes that means making decisions that feel counterintuitive in the short term but deliver exponential value over time. We’re willing to be misunderstood for long periods if it means building the right foundation for our customers’ future. If you’re […]

New no-code capabilities enable business teams to rapidly deliver sophisticated AI-powered customer experiences without engineering bottlenecks, combining the flexibility of agentic AI with the reliability enterprises demand.  NLX (nlx.ai) is joining Amazon Connect, accelerating the value customers get from Connect’s agentic AI solution. NLX brings sophisticated conversational AI capabilities, and through this acquisition, you can now deploy AI-powered customer experiences in Connect in weeks rather than months without sacrificing the control and reliability your […]

1. Introduction Amazon Connect supports voice/video and chat as separate channels, each with its own APIs. Using native or custom widgets, these channels operate independently. This works for most contact center scenarios. But what happens when a customer and an agent need more than just talking and seeing each other? For example, a customer calls […]

Introduction When organizations embark on a contact center transformation journey, technology gets much of the focus. At the same time, it’s the people who determine whether a migration succeeds or falls short. Your agents, supervisors, and support staff are the heartbeat of your contact center, and their readiness to embrace change is as critical as […]

Today is Groundhog Day, and just as Punxsutawney Phil emerges to forecast the season ahead, industry analysts and enterprise leaders are stepping forward with their predictions for customer experience (CX). Shadows or not, the real question is whether organizations will finally step into the spring of artificial intelligence (AI). As we move into 2026, the […]

Introduction As one of the UK’s leading financial institutions, NatWest Group delivers a wide range of banking services across retail, commercial, and private banking sectors. The bank enhanced its customer service capabilities in 2019 by deploying Amazon Connect Customer across its contact centers. This implementation provided NatWest with comprehensive analytics and detailed insights into customer […]

Conversational AI is the digital concierge of modern customer experience. The ability to understand, process, and respond to human language naturally represents more than just opportunities for automation; it’s about combining the best of AI efficiency so humans can focus on the work that requires the most judgement and empathy. Amazon Connect recently announced innovations […]