Transform and Modernize Your Contact Center
With Amazon Connect

About the Event

Date: Tuesday, July 13, 2021
Time: 9:00 AM - 1:00 PM PT | 12:00 PM - 4:00 PM ET

Contact centers have been rapidly evolving to keep up with the increase in customer demand and expectations. Now, contact center and customer service professionals are accelerating the rate of innovation with automation, personalization, and unique customer experiences.

Join our online event to explore contact center best practices, hear stories from leading experts in customer service, customer experience, and contact center technology, and learn how to leverage Amazon Connect to accelerate your contact center modernization.

AWS Contact Center Day is a free event designed to give business leaders the opportunity to dive deeper into customer experience and the future of contact centers. We invite you to review the agenda and join us for any or all of the day's sessions that interest you.


Who Should Attend

This event is ideal for business and technical decision makers who are responsible for customer service and support demands within the contact center. The intended audience for this event includes:

  • Line of Business Leaders

  • Directors of Customer Experience

  • Directors of Customer Support

  • Directors of Contact Center Technology

  • Internal IT leaders

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100,000+ databases migrated to AWS 10,000+ data lakes and data warehouses deployed on AWS Hundreds of thousands of customers rely on AWS Databases

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Event Agenda

Sprint Week -
AWS Contact Center Day | July 13, 2021
  Day 1 - Day 2 - Day 3 - Day 4 -
1pm - 2pm ET

2pm - 3pm ET
3pm - 4pm ET

Event Agenda

    • Amazon Connect, AWS’ easy to use omnichannel cloud contact center, is equipped with tools that enable companies to deliver superior customer service at lower cost. Our customers are accelerating the rate of innovation with automation, personalization, and unique customer experiences. In this session, the General Manager of Amazon Connect, Pasquale DeMaio, will discuss how the contact center space is evolving, explore new technology practices, and uncover best practices learned from Amazon Connect customers.
  • Building and maintaining customer loyalty is one of the most critical aspects to a company's success however it is one of the most challenging to actually achieve. To ensure your customers become your advocates you should start at the heart of your customer experience, your contact center. In this session Matt Dixon, author of The Effortless Experience: Conquering the new battleground for customer loyalty, will take you on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal, and how every engagement with your customers is a chance to build or break trust.
  • At Amazon, everything we do we lead with the customer and a key component of that is creating an outstanding customer experience starting with the contact center. Every touchpoint with Amazon customers is an opportunity to help the customer and improve their experience. In this session you will learn Amazon.com’s approach to customer service, how they support millions of customers across 32 countries in dozens of languages, and tips and tricks to deliver a customer obsessed experience.
  • Your customer experience is dynamic, your customer needs can change, your business may experience rapid growth, and brand loyalty is becoming increasingly important. It's critical that your entire business, not just your agents, is dedicated to designing an experience that customers expect. In this session, Shep Hyken, a renowned customer service and CX expert, shares five ways to use digital strategies to create an experience that customers will enjoy. Then, explore how Amazon Connect has the tools for you to start creating better customer service experiences.
  • There are many theories of how to delight customers with service that exceeds their expectations; really all they want is an efficient way to solve their problems. Integrating Machine Learning (ML) and automation in your contact center is one of the easiest ways to get answers in the hands of your customers as quickly as possible. In this session, join a discussion where industry thought leaders talk about what the future of the contact center will be and how Amazon Connect customers are helping us get there.
  • Companies across all industries, of all sizes are migrating their contact centers to the cloud to gain better agility, scalability, and speed of innovation enabling a better customer experience. In this session, you will learn best practices from our AWS contact center experts and partners on migrating to Amazon Connect. Discover how to evaluate and assess your migration readiness and explore resources and services AWS provides and partners to help you start providing better customer experiences today.

Session Agenda Details

  • Track5 Session 1
  • Track6 Session 1
  • Track7 Session 1
  • Track8 Session 1
  • Track9 Session 1
  • Track10 Session 1

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Track5 Session 1

Tab 5 content

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Track6 Session 1

Tab 6 content

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Track7 Session 1

Tab 7 content

Organizations today are looking to free themselves from the constraints of on-premises databases and leverage the power of fully managed databases in the cloud. Amazon RDS is a fully managed relational database service that you can use to run your choice of database engines including open source engines, Oracle, and SQL Server in the cloud. Amazon RDS automates time-consuming database administration tasks and adds capabilities such as replication and Multi-AZ failover to make your database deployments more scalable, available, reliable, manageable, and cost-effective. This session covers why you should consider moving your on-premises Oracle & SQL Server deployments to Amazon RDS and the tools to get started.

Track8 Session 1

Tab 8 content

Organizations today are looking to free themselves from the constraints of on-premises databases and leverage the power of fully managed databases in the cloud. Amazon RDS is a fully managed relational database service that you can use to run your choice of database engines including open source engines, Oracle, and SQL Server in the cloud. Amazon RDS automates time-consuming database administration tasks and adds capabilities such as replication and Multi-AZ failover to make your database deployments more scalable, available, reliable, manageable, and cost-effective. This session covers why you should consider moving your on-premises Oracle & SQL Server deployments to Amazon RDS and the tools to get started.

Track9 Session 1

Tab 9 content

Organizations today are looking to free themselves from the constraints of on-premises databases and leverage the power of fully managed databases in the cloud. Amazon RDS is a fully managed relational database service that you can use to run your choice of database engines including open source engines, Oracle, and SQL Server in the cloud. Amazon RDS automates time-consuming database administration tasks and adds capabilities such as replication and Multi-AZ failover to make your database deployments more scalable, available, reliable, manageable, and cost-effective. This session covers why you should consider moving your on-premises Oracle & SQL Server deployments to Amazon RDS and the tools to get started.

Track10 Session 1

Tab 10 content

Organizations today are looking to free themselves from the constraints of on-premises databases and leverage the power of fully managed databases in the cloud. Amazon RDS is a fully managed relational database service that you can use to run your choice of database engines including open source engines, Oracle, and SQL Server in the cloud. Amazon RDS automates time-consuming database administration tasks and adds capabilities such as replication and Multi-AZ failover to make your database deployments more scalable, available, reliable, manageable, and cost-effective. This session covers why you should consider moving your on-premises Oracle & SQL Server deployments to Amazon RDS and the tools to get started.

Multiple City Registration

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Venue

The Meteropolitian
233 south wacker drive, 67th floor, Chicago, Illinois 60606

Session Proficiency Levels Explained

  • Level 100

    Introductory

    Sessions will focus on providing an overview of AWS services and features, with the assumption that attendees are new to the topic

  • Level 200

    Intermediate

    Sessions will focus on providing best practices, details of service features and demos with the assumption that attendees have introductory knowledge of the topics

  • Level 300

    Advanced

    Sessions will dive deeper into the selected topic. Presenters assume that the audience has some familiarity with the topic, but may or may not have direct experience implementing a similar solution

  • Level 400

    Expert

    Sessions are for attendees who are deeply familiar with the topic, have implemented a solution on their own already, and are comfortable with how the technology works across multiple services, architectures, and implementations

Why Attend

Join our online event to explore contact center best practices, hear stories from leading experts in customer service, customer experience, and contact center technology, and learn how to leverage Amazon Connect to accelerate your contact center modernization.

AWS Contact Center Day is a free event designed to give business leaders the opportunity to dive deeper into customer experience and the future of contact centers. We invite you to review the agenda and join us for any or all of the day's sessions that interest you.

Who Should Attend

This event is ideal for business and technical decision makers who are responsible for customer service and support demands within the contact center. The intended audience for this event includes:

  • Line of Business Leaders

  • Directors of Customer Experience

  • Directors of Customer Support

  • Directors of Contact Center Technology

  • Internal IT leaders

Event Overview

Date: Tuesday, July 13, 2021
Time: 9:00 AM - 1:00 PM PT | 12:00 PM - 4:00 PM ET

Contact centers have been rapidly evolving to keep up with the increase in customer demand and expectations. Now, contact center and customer service professionals are accelerating the rate of innovation with automation, personalization, and unique customer experiences.

Who Should Attend

This event is ideal for business and technical decision makers who are responsible for customer service and support demands within the contact center. The intended audience for this event includes:

  • Line of Business Leaders

  • Directors of Customer Experience

  • Directors of Customer Support

  • Directors of Contact Center Technology

  • Internal IT leaders

Featured Speakers

  • Rozal Singh

    Pasquale DeMaio
    General Manager, Amazon Connect

  • Becky Ploeger

    Becky Ploeger
    Global Head of Hilton Reservations & Customer Care, Hilton

  • Matt Dixon

    Matt Dixon
    Chief Research & Innovation Officer, Tethr

  • Shep Hyken

    Shep Hyken
    Chief Amazement Officer, Shephard Presentations

  • Brian Solis

    Brian Solis
    Global Innovation Evangelist, Salesforce

  • Matt Pope

    Mark Honeycutt
    Director of Consumer Operations, Amazon

  • Annie Weinberger

    Annie Weinberger, Head of Product Marketing, Business Applications

  • Matt Pope

    Matt Pope
    Director of Product Management, Amazon Connect

  • Yasser El-Haggan

    Yasser El-Haggan
    GTM Specialist, Amazon Connect

  • Naomi Hall

    Naomi Hall
    Sr Enablement Consultant, AWS Professional Services Global Specialty Practice

  • Brian Solis

    Brian Solis
    Global Innovation Evangelist, Salesforce

  • Naomi Hall

    Lauren Dickerson
    GTM Specialist, Amazon Connect

Customer Highlights

Epic Logo Image

Epics Games’ entire analytics platform runs on AWS. Billions of game events, like player interactions on the map, their accuracy, damage taken and dealt, and what resources they are using are all sent to AWS.

Epics Games

Yelp Logo Image

Epics Games’ entire analytics platform runs on AWS. Billions of game events, like player interactions on the map, their accuracy, damage taken and dealt, and what resources they are using are all sent to AWS.

Yelp

Airbnb Logo Image

Epics Games’ entire analytics platform runs on AWS. Billions of game events, like player interactions on the map, their accuracy, damage taken and dealt, and what resources they are using are all sent to AWS.

Airbnb

Lyft Image

Epics Games’ entire analytics platform runs on AWS. Billions of game events, like player interactions on the map, their accuracy, damage taken and dealt, and what resources they are using are all sent to AWS.

Lyft

FAQS

  1. Where is AWS Innovate hosted?
  2. What is the price of attending AWS Innovate?
  3. Who should attend AWS Innovate?
  4. How do I get the certificate of attendance?
Q: Where is this event?

A: This event is an online event, hosted by AWS on the INXPO platform.

Q: Who should attend this event?

A: Developers building data-driven apps; DBAs and data engineers who are building analytics infrastructure and data pipelines; Analysts and data scientists who are deriving insights that answer complex business quesions and building/trainining machine learning models.

Q: How much does this event cost?

A: There is no cost to attend this event.

Q: What are the prerequisites before attending the event?

A: There are no prerequisites for attending the event. We encourage attendees to browse the Database and Analytics pages on the AWS website to get a brief overview of the services available to them.