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On-Demand Resources

Customer Experience Day: The Human Touch in a Digital World

Elevating Customer Experience Interactions

Location

Virtual

Date

WEDNESDAY, APRIL 30, 2025 | 10:00 AM - 12:05 PM PT | 1:00 PM - 3:05 PM ET

Cost

Free
Register now »

Overview

Join us for a free virtual event that will help you rethink how you approach customer experience transformation. With a mix of keynotes and sessions with industry experts, customers, and partners, you will gain invaluable insights into leveraging Amazon Connect and advanced applications of generative AI to accelerate innovation and deliver exceptional customer experiences. 

  • 3 Specialized Tracks

  • AI-Powered Innovation

  • Customer Success Stories

  • Expert Insights

Explore three learning tracks, designed for you:

Hear from industry experts, AWS customers, and partners about the latest trends in Customer Experience transformation. With sessions focused on an innovative business journey and exploring top use cases, learn how organizations of all sizes can streamline operations, harness the power of data, and elevate the customer experience with the power of one application infused with generative AI.

Learn how innovative brands are using AI and analytics to deliver personalized, effortless experiences at scale.
Speaker:

  • Connie Workman-Watkins, Head of Sales & Customer Success - Amazon Connect - AMER, AWS

Meet customers where they are with intelligent automation that creates meaningful connections.

10:20 AM - 10:50 AM PT – Amazon scales global hiring with AI-driven self-service

Discover how intelligent automation is transforming Amazon recruitment by empowering candidates with self-service using video, enabling operational excellence at scale, and lowering costs.

Speakers:

  • Jad Mokdad, Sr. Software Development Engineer III, Amazon People Experience Team (PXT), Amazon

  • Deepak Kurkimath, Sr. Manager, Product Management - Tech, Amazon People Experience Team (PXT), Amazon

10:50 AM - 11:30 AM PT – Keynote: Quick. Clear. Kind. The 3 unbreakable rules of customer loyalty

Jay Baer shares how being quick, clear, and kind are key to customer loyalty. Learn actionable strategies to improve these pivotal areas, helping to win more customers and keep them coming back.

Speaker:

  • Jay Baer, Customer Experience Expert & New York Times Best-Selling Author

11:30 AM - 12:00 PM PT – Intelligent proactive outreach drives customer engagement

Learn how Amazon Connect enables proactive customer engagement at scale. Discover how to orchestrate customer data and automate personalized outreach to drive engagement before issues arise. You will learn how industry leaders use proactive strategies to boost agent productivity while reducing inbound contact volume.

Speakers:

  • Etienne Botha, Software Development Manager, Telephony and Speech Analytics, Capitec

  • Anjan Mukherjee, Head of Proactive Outbound Engagement, Amazon Connect, AWS

Equip agents with a unified workspace powered by generative AI, giving them the tools to deliver great customer outcomes from day one

10:20 AM - 10:50 AM PT – Elevating contact center success through generative AI

Explore how contact centers are rewriting their success stories with generative AI, turning every customer conversation into an opportunity for excellence.

Speakers:

  • Yasser El-Haggan, Founder and CEO, Pronetx

  • Gavin Suares, CIO, DC Government Office of Unified Communications

10:50 AM - 11:30 AM PT – Keynote: Quick. Clear. Kind. The 3 unbreakable rules of customer loyalty

Jay Baer shares how being quick, clear, and kind are key to customer loyalty. Learn actionable strategies to improve these pivotal areas, helping to win more customers and keep them coming back.

Speaker:

  • Jay Baer, Customer Experience Expert & New York Times Best-Selling Author

11:30 AM - 12:00 PM PT – How SimonMed transformed CX with Amazon Connect

Hear how SimonMed transformed CX with Amazon Connect. With NeuraFlash’s expertise, they leveraged AI, real-time insights & smart routing to empower agents, boost efficiency and enhance satisfaction.

Speakers:

  • Dr. John Simon, CEO, SimonMed Imaging

  • John Heater, SVP, Delivery, NeuraFlash

Measure, monitor, and improve your contact center performance using real-time AI-powered analytics and optimization.

10:20 AM - 10:50 AM PT – Driving performance and CX with AI-powered analytics

Learn how to implement real-time insights, optimize performance, and enhance customer experiences through data-driven decision-making and automated improvements.

Speakers:

  • Shefali Dua, Sr. Product Manager, Amazon Connect, AWS

  • Jing Zhang, Sr. WW Specialist, Amazon Connect, AWS

10:50 AM - 11:30 AM PT – Keynote: Quick. Clear. Kind. The 3 unbreakable rules of customer loyalty

Jay Baer shares how being quick, clear, and kind are key to customer loyalty. Learn actionable strategies to improve these pivotal areas, helping to win more customers and keep them coming back.

Speaker:

  • Jay Baer, Customer Experience Expert & New York Times Best-Selling Author

11:30 AM - 12:00 PM PT – Dominion Energy driving CX through voice of the customer

Learn how Dominion Energy serves over 4 million customers, integrates customer feedback through Amazon Connect, and transforms insights into action using Utibe's 'Love is a KPI' approach.

Speakers:

  • Matthew Storm, CX Evangelist, USAN

  • Utibe Bassey, VP, Customer Experience, Dominion Energy

Session proficiency levels explained

All AWS Customer Experience Day sessions are 100 and 200 level. Looking for higher level content?

Level 100

Sessions cover best practices, service features, and detailed demonstrations. No prior knowledge of the topic is required.

Level 200

Sessions cover best practices, service features, and detailed demos. Basic understanding of the topic is required.

Level 300

Sessions provide in-depth technical coverage of topics. Some familiarity is expected, hands-on experience not required.

Level 400

Sessions target expert-level users exploring advanced AWS concepts. Content covers architectural and implementation methods.
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Frequently asked questions

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You will create a username and password to complete your registration and access the event on live day. If you have any questions, contact us at awsfieldevents@amazon.com.

After completing the online registration process, you will receive a confirmation email.

Yes, all sessions will be on demand following the event.

If you have questions that have not been answered in the FAQs above, please email us at awsfieldevents@amazon.com.