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

This ESG fireside chat brings together industry leaders Mike Leone (ESG), Kara Radcliffe (PwC), and Jason Nemits (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.