Name: American Airline's CX transformation with Amazon Connect
Start: 2025-06-17T17:14:00Z
End: 2025-06-17T17:14:01.000Z
Location: BrightTALK

Amazon Connect, AWS's AI-enabled customer experience solution, offers organizations a powerful way to transform their customer interactions using the same technology that powers Amazon.com's customer service. Through expert-led webinars and case studies, this channel demonstrates how businesses can enhance agent productivity with real-time intelligence, implement effective self-service options, and develop data-driven strategies to improve customer satisfaction. AWS specialists and industry leaders provide practical insights on using Amazon Connect to reduce operational costs while delivering exceptional customer experiences across all touchpoints, making it a valuable resource for organizations at any stage of their customer service transformation journey.

Join industry experts for an in-depth exploration of how artificial intelligence and cloud technologies are revolutionizing contact center operations. In this comprehensive session, discover how organizations can move beyond legacy systems to create personalized, seamless customer experiences while transforming contact centers from cost centers into strategic revenue-generating assets.

Key Discussion Points:
• Market Challenges & Opportunities: Examine the current landscape where 88% of organizations plan to increase AI spending for customer service, while many still struggle with siloed data and inflexible legacy technology
• AI-Driven Transformation: Explore sophisticated AI capabilities that handle complex queries, analyze sentiment in real-time, and enable the vision of "zero-touch call centers"
• Strategic Partnerships: Learn how combining Wipro's two decades of contact center expertise with AWS's robust cloud infrastructure creates powerful transformation opportunities
• Wipro Intelligent Contact Center: Discover how this Amazon Connect-powered solution delivers fully operational, scalable virtual contact centers with intelligent tools for agents, real-time coaching insights for supervisors, and comprehensive dashboards for managers
• Real-World Results: Gain insights from tangible customer examples demonstrating successful AI and cloud transformations
• Future Trends: Understand emerging technologies and "Connected Intelligence" that will enable predictive customer service capabilities

This session provides actionable strategies for organizations seeking to leverage cloud-based solutions, generative AI, and strategic partnerships to create resilient systems that deliver consistent, long-term performance while meeting evolving customer expectations.

Revolutionizing Customer Experience: AI-Powered Contact Center Transformation with Wipro and Amazon Connect

This fireside chat brings together industry leaders Mike Leone of Omdia, Kara Radcliffe of PwC, and Jason Nemits of AWS for a comprehensive 35-minute discussion on transforming customer experience through modern contact center solutions. The conversation addresses the critical inflection point facing businesses today, where legacy contact center systems are fundamentally inadequate for meeting evolving customer expectations, while 88% of organizations plan to increase AI investments in customer service. The panel explores how companies can move beyond simply handling calls to building genuine customer relationships that drive measurable business growth through cloud-based solutions like Amazon Connect.

The discussion covers key market challenges including system integration complexities, agent training and retention, and the balance between AI automation and human empathy in customer interactions. Participants examine essential capabilities for successful transformation—customer experience management, reliability, and AI-powered automation—while highlighting how the strategic partnership between PwC and AWS enables organizations to navigate both technical implementation and business transformation. Through real-world examples and forward-looking insights, the conversation demonstrates how the right combination of technology and strategic partnership can help organizations create "AI-powered, human-led" experiences that not only meet but exceed customer expectations in an increasingly competitive marketplace.

Reimagining Contact Centres: How PwC and AWS Accelerate Innovation with Amazon Connect

Join Mike Leone, Principal Analyst at Omdia, and experts from NeuraFlash as they explore the cutting-edge transformation of contact centers through modern cloud solutions and innovative AI technologies. This 30-minute session delivers actionable insights on revolutionizing your customer experience strategy.

Key Topics
• Current CX Landscape: Discover why 53% of organizations view customer service as the most critical component of their customer experience strategy
• Business Challenges: Learn how to overcome common obstacles including slow response times, CRM integration difficulties, and agent burnout
• Essential Capabilities: Explore the three most important improvements organizations seek

Why Attend
• Real-World Success: Hear actual customer examples demonstrating tangible business outcomes
• Strategic Partnership: Understand the unique value proposition of Amazon Connect and NeuraFlash's expertise in telephony, AWS, and Salesforce
• Future-Proofing: Gain insights on staying ahead in a rapidly evolving customer experience landscape

Transforming Contact Centers: Leveraging Cloud Solutions and AI for Enhanced Customer Experience

The Omdia Fireside Chat featuring EPAM and Amazon Connect explores the critical need for end-to-end contact center transformation in today’s customer-centric landscape. Moderated by Mike Leone, Principal Analyst at Omdia, the discussion highlights how organizations can move beyond fragmented, reactive operations to create unified, AI-powered intelligence hubs that drive customer loyalty, deliver actionable business insights, and improve profitability. With insights from EPAM and Amazon Connect, the conversation focuses on leveraging cloud-native platforms and advanced AI capabilities to eliminate silos, enhance agent productivity, and ensure seamless, personalized customer experiences across all channels.

Key topics include addressing operational challenges such as legacy systems, agent attrition, and data security, while emphasizing the importance of strategic partnerships for successful implementation. The session underscores how EPAM’s expertise in deploying Amazon Connect’s scalable, AI-first platform enables businesses to overcome complexity, achieve measurable ROI, and prepare for the next wave of Generative and Agentic AI innovation. By combining cutting-edge technology with tailored execution strategies, this partnership empowers organizations to transform their contact centers into strategic assets that drive growth and customer excellence.

Revolutionizing Contact Centers: AI-Powered Transformation with EPAM and Amazon Connect

The Omdia Fireside Chat featuring Amazon Connect and Deloitte delves into the transformative power of modern contact center technology and strategic implementation in driving exceptional customer experiences. Moderated by Mike Leone, Principal Analyst at Omdia, the discussion highlights the critical role of the contact center as the operational hub for executing enterprise-wide CX strategies. With insights from Kevin Hall of Deloitte and Ralph Flamini of AWS, the conversation explores how organizations can move beyond cost management to create high-impact, personalized interactions that strengthen customer loyalty and brand value.

Key themes include the integration of AI-powered solutions, such as generative and agentic AI, to unify customer data, eliminate silos, and deliver seamless, context-aware experiences across channels. The session also emphasizes the importance of scalable architectures, governance, and industry-specific expertise in ensuring successful implementation. By leveraging the complementary strengths of Amazon Connect’s innovative cloud-native platform and Deloitte’s TrueServe Blueprint, businesses can achieve measurable outcomes, such as reduced costs and enhanced customer satisfaction. This partnership offers a clear roadmap for executives ready to transform their contact centers into engines of growth and hyper-personalization.

Transforming Customer Experience: The Power of AI and Strategic Partnership with Amazon Connect and Deloitte

Modern CX is stuck between two mandates: the CFO’s drive for ruthless efficiency and customers’ demand for empathetic, hyper-personalized experiences. This keynote delivers a pragmatic roadmap to resolve that tension—backed by market data—showing how to move beyond fragmented architectures and point solutions toward unified platforms, clean data estates, and trustworthy, agentic AI.
 
You’ll see why optimization remains rare, where AI investments are misaligned (especially in voice), and how a unified decision engine can eliminate integration debt. The session reframes the role of human agents—offloading repetitive tasks to AI while equipping teams with a single pane of glass, sentiment insights, and “next best action” guidance. You’ll leave with clear steps to accelerate outcomes through partner-led execution and cloud-native services.
 
The cloud platforms are mature. The checkbooks are opening. The only variable left is your willingness to stop patching the old way and start building the new one.

Keynote: A Practical Roadmap for AI-Driven Contact Center Transformation

Customer experience (CX) leaders face mounting pressure to demonstrate clear returns on their investments while meeting rising customer expectations. This session provides practical strategies to help you break through the CX slump and deliver measurable business value. Learn how to align your CX initiatives with business goals, leverage AI capabilities responsibly, and create personalized customer experiences that drive loyalty. We explore effective approaches to consolidate data silos and build compelling ROI narratives that resonate with C-suite stakeholders. This 30-minute session equips you with actionable frameworks to transform your CX strategy and demonstrate tangible business impact in an era of tightening budgets and increasing demands.

Maximizing your CX investment: Prove value with AI & data

Discover how generative AI can transform your customer experience (CX) with Amazon Connect. This session explores practical applications of generative AI to boost agent efficiency, improve quality assurance, and enhance self-service capabilities. Learn from real-world examples showcasing productivity gains, quality management benefits, and self-service improvements. Gain insights into implementing generative AI while maintaining customer trust and controlling costs. This webinar equips you with actionable strategies to elevate your CX using Amazon Connect's built-in generative AI features.

Learning objectives:

Understand how generative AI can improve agent efficiency and quality assurance in customer interactions
Explore real-world examples of productivity gains and quality management benefits using Amazon Connect
Learn strategies for implementing generative AI to enhance self-service capabilities while maintaining customer trust

Enhance customer experience with generative AI and Amazon Connect

Learn how to transform your customer interactions, specifically your IVR, using Amazon Connect’s fully-integrated Conversational AI and voice self-service capabilities. In this webinar, we’ll show you how these tools can improve your IVR systems, reduce costs, and enhance customer experiences as the latest advancements in conversational AI and generative AI usher in a new era, expanding the scope of speech-self service.

Learning objectives:

Understand the role of IVR and conversational AI in omni-channel customer service
Learn how to migrate your IVR to the cloud, while improving customer experience and increasing self-service rates
Explore the ways Amazon Connect can modernize speech-self service and IVR experiences

Delivering personalized self-service at scale with AI-powered IVR

See how Amazon Connect transforms customer service with native AI capabilities, omnichannel engagement, real-time agent assistance, and actionable insights.

Amazon Connect: AI-powered contact center demonstration

In healthcare, delivering efficient and seamless patient experiences is paramount. Experis empowers their agents to provide faster, more personalized support across the healthcare systems they serve, while achieving 50% cost savings, through features like the Amazon Connect agent workspace, Cases, and step-by-step guides.

Experis drives cost savings through seamless agent experiences

As MoneyLion continues to grow, they need technology partners that scale with them. Since switching to Amazon Connect, they’ve seen major improvements in operational efficiency, customer satisfaction, and first-contact resolution.

With Amazon Connect, MoneyLion gains richer, faster insights from customer interactions—unlocking valuable feedback that was previously lost. This leads to better quality control, faster product improvements, and an enhanced customer experience. AWS provides the scalability and innovation MoneyLion needs to keep moving forward.

Scaling customer experience with Amazon Connect

Fujitsu, a global technology leader, has revolutionized its customer experience by adopting Amazon Connect. This transition has led to a 60% reduction in operational costs and a 65% cut in telephony expenses, streamlining services across 500+ countries in over 40 languages. With AWS, Fujitsu moved away from a legacy license-based model to a scalable, pay-per-use approach, achieving a 50% total cost reduction. Looking ahead, Generative AI will play a key role in optimizing customer support with advanced automation and real-time assistance. By working backward from customer needs, Fujitsu and AWS are redefining service efficiency.

Fujitsu’s CX Transformation with Amazon Connect

In today's fast-paced financial services landscape, delivering extraordinary customer experiences is the key to building lasting loyalty. When customer trust is on the line, organizations in banking, insurance, and other financial services industries (FSI) need to empower the contact center to make decisions quickly and exceed expectations at every interaction.

In this webinar, you'll hear from AWS customer Sun Life on how they are able to unify the agent experience, decrease customer wait time, and reduce costs. The transition to the cloud was only their first step. Now, with an enterprise-wide deployment across multiple business units, they are looking toward the future and doing more with Amazon Connect and generative AI.

Simplifying the contact center experience in financial services with Amazon Connect

Amazon PXT has powered the hiring process for over 1.5 million candidates. To meet this massive demand, Amazon Connect helped virtualize the process in just three months, reducing candidate wait times from three hours to 20 minutes. By streamlining operations with Amazon Connect, Amazon PXT has transformed the hiring experience for candidates and recruiters alike.

Scaling hiring at Amazon with Amazon Connect

Air Canada modernized its customer service operations by integrating Amazon Connect and AI technologies, featuring Rosie AI-powered IVR systems and secure payment processing through AWS services. This digital transformation led to significant improvements including faster resolution times and improved customer satisfaction across its contact centers.

Air Canada's customer experience transformation soars to new heights

The major airline successfully implemented Amazon Connect to enhance its customer service operations and contact center efficiency, marking a significant technological transformation in how the company handles customer interactions.

American Airline's CX transformation with Amazon Connect

Business Operations

Call Center

Contact Center

Customer Engagement

Customer Experience

Customer Service

Customer Support

Operational Efficiency

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American Airline's CX transformation with Amazon Connect

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Customer Experience Innovation with AWS