The Human Touch in a Digital World:
Elevating Customer Experience Interactions
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.
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.
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Welcome:
Shaping the next-gen customer experiences with 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
- Connie Workman-Watkins, Head of Sales & Customer Success - Amazon Connect - AMER, AWS
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Track 1:
Deliver personalized, proactive and self-service experiences across channels
Meet customers where they are with intelligent automation that creates meaningful connections.
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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
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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
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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
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Track 2:
Empower your people to deliver great CX
Equip agents with a unified workspace powered by generative AI, giving them the tools to deliver great customer outcomes from day one
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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
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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
- Jay Baer, Customer Experience Expert & New York Times Best-Selling Author
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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
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Track 3:
Optimize your customer experience with insights and analytics
Measure, monitor, and improve your contact center performance using real-time AI-powered analytics and optimization.
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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
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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
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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
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Featured keynote speaker
Quick. Clear. Kind. The 3 unbreakable rules of customer loyalty
Jay Baer
Customer Experience Expert & New York Times Best-Selling Author
Jay Baer is a renowned business growth and customer experience expert. For 30 years, Jay has helped over 700 major brands, including Nike, Oracle, Bentley, and The United Nations. He has founded multiple successful companies and is recognized as a top global marketing and customer experience advisor.
Jay 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.
Featured AWS partners
Session proficiency levels explained
All AWS Customer Experience Day sessions are 100 and 200 level. Looking for higher level content? Click here to view more events.
Beginner
Intermediate
Advanced
Expert
Frequently asked questions
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How do I access the online conference?
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.
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Can I get a confirmation of my AWS Customer Experience Day registration?
After completing the online registration process, you will receive a confirmation email.
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Will the video sessions be available after the livestream?
Yes, all sessions will be on demand following the event.
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How can I contact the online conference organizers?
If you have questions that have not been answered in the FAQs above, please email us at awsfieldevents@amazon.com.