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 |
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Day 1 - | Day 2 - | Day 3 - | Day 4 - | |
1pm - 2pm ET | ||||
2pm - 3pm ET | ||||
3pm - 4pm ET |
Event Agenda
Transform your contact center customer experience with Amazon connect
- 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.
The effortless experience: conquering the new battleground for customer loyalty
- 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.
Becoming customer obsessed: discover Amazon.com's customer service culture
- 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.
Best practices for creating better customer service
- 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.
How the future of cx begins with the contact center
- 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.
Create a gameplan: start delivering fast, personalized service with Amazon connect
- 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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Session Proficiency Levels Explained
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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
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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
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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
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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
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Pasquale DeMaio
General Manager, Amazon Connect -
Becky Ploeger
Global Head of Hilton Reservations & Customer Care, Hilton -
Matt Dixon
Chief Research & Innovation Officer, Tethr -
Shep Hyken
Chief Amazement Officer, Shephard Presentations -
Brian Solis
Global Innovation Evangelist, Salesforce -
Mark Honeycutt
Director of Consumer Operations, Amazon -
Annie Weinberger, Head of Product Marketing, Business Applications
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Matt Pope
Director of Product Management, Amazon Connect -
Yasser El-Haggan
GTM Specialist, Amazon Connect -
Naomi Hall
Sr Enablement Consultant, AWS Professional Services Global Specialty Practice -
Brian Solis
Global Innovation Evangelist, Salesforce -
Lauren Dickerson
GTM Specialist, Amazon Connect
Customer Highlights
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’ 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’ 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’ 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.
FAQS
- Where is AWS Innovate hosted?
- What is the price of attending AWS Innovate?
- Who should attend AWS Innovate?
- 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.