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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

Accelerate customer experience innovation with the cloud

Tuesday, October 4 and Wednesday, October 5, 2022 

 

You're invited to join us virtually for AWS Contact Center Days. 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 customer experience innovation with the cloud.



AWS Contact Center Days  AWS Contact Center Days  AWS Contact Center Days

      

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
- Contact Center Developers
- Internal IT leaders

Why attend?

At this event you will:

- Hear from industry experts on where the future of customer experience in the contact center is headed
- Learn best practices to build an agile, customer-centric cloud contact center
- Network and learn from other leaders how to transform your customer experience with cloud technologies and machine learning


Agenda

  • Day 1: Tuesday, October 4
  • Day 2: Wednesday, October 5
  • Day 3
  • Day 4
  • Track5 Session 1
  • Track6 Session 1
  • Track7 Session 1
  • Track8 Session 1
  • Track9 Session 1
  • Track10 Session 1

Day 1: Tuesday, October 4

Day 1: Welcome and introduction
9:00 AM PT - 9:05 AM PT   |   12:00 PM ET - 12:05 PM ET

 


Deliver superior customer experience by accelerating innovation (Level 100)
9:05 AM PT - 9:30 AM PT   |   12:05 PM ET - 12:30 PM ET

To keep pace with constantly increasing customer expectations, CX managers need a solution that is built from the ground up for change; a solution that stops solving yesterday’s problems by finding and executing on tomorrow’s challenges. Hear from Amazon Connect General Manager Pasquale DeMaio about how businesses of all sizes are using Amazon Connect to understand their customers better, improve customer experience, and solve problems customers didn’t even know they had.

Speakers:

Pasquale DeMaio, Amazon Connect General Manager
Hannah Bloking, Go to Market Specialist, Amazon Connect, AWS

 


Analyst insights: Reinventing the future of the contact center (Level 100)
9:30 AM PT - 10:00 AM PT   |   12:30 PM ET - 1:00 PM ET

We often think of contact centers as packed rooms filled with agents on the phone. But, as more businesses turn to the cloud, there are endless opportunities to reinvent the future of the contact center. Hear from two leading industry analysts as they break down the largest customer service trends in 2022 and how companies can act now to improve customer service experiences using new technologies.

Speakers:

Annie Weinberger - Head of Product Marketing, Business Applications, AWS
Sheila McGee-Smith - Founder and Principal Analyst, McGee-Smith Analytics
David Myron - Principal Analyst, Contact Center Technologies, Omdia



Break
10:00 AM PT - 10:10 AM PT   |   1:00 PM ET - 1:10 PM ET

 


A day in the life with cloud contact center visionaries (Level 100)
10:10 AM PT - 10:40 AM PT   |   1:10 PM ET - 1:40 PM ET

Amazon Connect customers are redefining what it means to provide great customer service, every day. Join this session to hear how a contact center visionary is servicing customers with Amazon Connect, how they see CX evolving, and strategies they employ to keep customers and agents happy.

Speakers:

Chris Hennessey - Director of Enterprise Strategy, AWS
Kent Lemon - Senior Vice President, Contact Center Customer Engagement, U.S. Bank


 

Growth is a thinking game: The experience advantage (Level 100)
10:40 AM PT - 11:10 AM PT   |   1:40 PM ET - 2:10 PM ET

Your customers expect a fast, frictionless, and personalized customer service. The easiest way to achieve this is with data. In this session, learn innovative ways that CX leaders are leveraging customer data to improve their contact center end to end.

Speaker: Tiffani Bova - Global Customer Growth and Innovation Evangelist, Salesforce

 


Break
11:10 AM PT - 11:20 AM PT   |   2:10 PM ET - 2:20 PM ET

 


Operational excellence: Service from the heart (Level 200)
11:20 AM PT - 11:50 AM PT   |   2:20 PM ET - 2:50 PM ET

Agents play a critical role in delivering superior customer experiences and outcomes for organizations. For over 25 years, Amazon.com has innovated to deliver new products, services, and experiences that delight customers. By applying technology in unique and powerful ways, we have been able to deliver customer-focused innovations such as Amazon Prime and Amazon Go Stores, while raising the bar for operational excellence. Hear from an Amazon leader about how they lead teams to deliver differentiated customer experiences, as well as scale operations with optimized digital first solutions.

Speaker: Alice Sesay Pope - Vice President, Global Operations & Customer Experience, Amazon

 


Amazon Connect in the real world: How I built this (Level 200)
11:50 AM PT - 12:20 PM PT   |   2:50 PM ET - 3:20 PM ET

How can you leverage the latest Amazon Connect innovations to improve the customer and agent experience? Hear from an Amazon Connect customer as they walk through how they're driving real business outcomes with Amazon Connect. You'll leave inspired about how to get started and leverage the features of Amazon Connect for your contact center.

Speakers:

Jason Colwell - Value Stream Owner, Contact Centre Transformation, Manulife
Bruce Mitchell - Technical Product Owner, Canada Technology Functions, Manulife

 


Day 1 Closing remarks
12:20 PM PT - 12:25 PM PT   |   3:20 PM ET - 3:25 PM ET

Day 2: Wednesday, October 5

Day 2: Welcome and introduction
9:00 AM PT - 9:05 AM PT   |   12:00 PM ET - 12:05 PM ET

 

 
Optimize workforce engagement and performance with data and Machine Learning (ML) in Amazon Connect (Level 100)
9:05 AM PT - 9:35 AM PT   |   12:05 PM ET - 12:35 PM ET

Improving customer and employee experiences is critical to a company's success, and for contact centers, a key part of that is having the tools to quickly, easily and accurately forecast customer demand, ensuring the appropriately skilled agent is scheduled at the right time. Learn how, with just a few clicks, Amazon Connect makes it easier for contact centers to determine the ideal staffing levels and optimize agent schedules to maximize both customer and employee experience.

Speakers:

Jonathan Ansell - Specialist Solution Architect, Amazon Connect, AWS
Mo Miah - Specialist Solution Architect, Amazon Connect, AWS

 

 

Accelerate agent productivity and performance with Amazon Connect (Level 100)
9:35 AM PT - 10:35 AM PT   |   12:35 PM ET - 1:35 PM ET

Your customers want quick, easy, reliable outcomes when engaging your company. Your agents love to do a great job helping customers. With so many channels, so many places to manage data, it can be very difficult to deliver a great experience for customers and agents. Join us for a walk-though of how you can meet the customer and agent expectations across channels and automation of task and case creation.

Speakers:

Chad Hendren - Principal Solutions Architect, Amazon Connect, AWS
Iain Truesdale - Senior Solutions Architect, Amazon Connect, AWS

 


Break
10:35 AM PT - 10:45 AM PT   |   1:35 PM ET - 1:45 PM ET

 


Build a resilient, scalable contact center on Amazon Connect (Level 100)
10:45 AM PT - 11:45 AM PT   |   1:45 PM ET - 2:45 PM ET

Amazon Connect is designed from the ground up to allow customers to deliver superior customer experiences and innovate on behalf of their customers at an unprecedented rate. Amazon Connect allows customers to architect their contact center for resilient operations at any scale, at any time, for any scenario. Join this session to learn best practices and well-architected recommendations that Amazon Connect customers are using to reduce the complexity of contact center business continuity while maintaining their speed of innovation.

Speakers:

Eric Emerson - Senior Consultant, Amazon Connect, AWS
Ash Seshadri - Practice Manager, Productivity Applications, AWS

 

  

Day 2 Closing remarks and next steps
11:45 AM PT - 12:00 PM PT   |   2:45 PM ET - 3:00 PM ET

Day 3

Migrate your Workloads

Migrating Microsoft Workloads to AWS
In this session, you are introduced to the holistic journey of migrating your Microsoft workloads to AWS. It covers common migration patterns for Microsoft workloads, including migrating Microsoft Active Directory, SQL, and .NET. To help your successful migration journey, the session covers services and tools, such as AWS SMS, AWS DMS, CloudEndure Migration, and the End-of-Support Migration Program. The session closes with a demo of a migration tool.

Building Data Lake in AWS with SAP
Learn how customers are building centralized data lakes on AWS with SAP data. In this session, you will get an overview of Lake House Architecture and how it can be implemented using AWS Data and Analytics services. Also, what are the advantages and options for SAP customers to build data pipelines from SAP to AWS Data Lake. You will also see demos on how to replicate the data from SAP using SAP and AWS native tools.

Modernizing your migrated workloads with VMware Cloud on AWS
With AWS, you can easily modernize your infrastructure, workloads, and applications without expensive replatforming. VMware Cloud on AWS gives you seamless access to the largest and most functionally-rich selection of cloud-native services available in the public cloud today. In this episode, you will learn how to take advantage of these services by enhancing, integrating with, and developing new applications.

Day 4

Post-Migration Operations

Automate and secure cloud operations? Yes, you can!
AWS offers cloud operations across the cloud and on-premises that gives you end-to-end management of your application portfolios (application aware) while supporting traditional and modern development processes. In this session, we will show you how AWS enables operations in the cloud while providing an integrated experience that gives you centralized visibility. We show you best practices you can use to modernize ITIL processes in the cloud with automation and security! No matter where you are on your cloud journey, our cloud operations will support your cloud, hybrid, edge, or on-premises environment.

Don't let compliance challenges keep you from the cloud
Concerned about compliance? In this session, we show you how AWS simplifies and streamlines cloud compliance through risk management that automates controls, oversees risks, and continuously audits compliance. With AWS, you can confidently migrate your business to the cloud and know that your systems and resources are compliant to external and internal regulations.

When you need to see it all, there's Observability
What do you need to get started to see how all your cloud and on-premises resources are performing? In this session, we show you how you can see and track your resources to answer questions like "is my system up or down" and "is it fast or slow as experienced by my end users"? Make your systems observable so you can spot problems as they arise and respond quickly before they disrupt your customer experience. As you migrate to the cloud, you can trust AWS observability services to give you the insights you need to improve the performance of your applications and infrastructure.

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

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

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

Day 1: Tuesday, October 4

9:00 AM - 12:30 PM PT   |  12:00 PM - 3:30 PM ET

Hear from contact center visionaries and learn how to improve customer experiences using innovative technology.

Day 2: Wednesday, October 5

9:00 AM - 12:00 PM PT   |  12:00 PM - 3:00 PM ET

Learn how to optimize workforce productivity and performance, personalize customer experiences, and build a scalable contact center on Amazon Connect.

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Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est. laborum.

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Featured Speakers

  • Pasquale DeMaio

    General Manager, Amazon Connect
    AWS


  • Chris Hennesey

    Director of Enterprise Strategy
    AWS


  • Alice Pope

    VP, Global Operations & Customer Experience
    Amazon
  • Annie Weinberger

    Head of Product Marketing, Business Applications
    AWS
  • Kent Lemon

    SVP, Contact Center Customer Engagement
    U.S. Bank
  • Tiffani Bova

    Tiffani Bova

    Global Customer Growth and Innovation Evangelist
    Salesforce
  • Chad Hendren

    Principal Solution Architect
    AWS
  • Bruce Mitchell

    Technical Product Owner,
    Voice Technologies
    Canada Technology Functions
    Manulife
  • Jason Colwell

    Value Stream Owner,
    Contact Centre Transformation
    Manulife
  • Raju Gulabani, VP of Databases, Analytics & AI, AWS

    Raju Gulabani is VP of Databases, Analytics & AI within AWS at Amazon.com. He is responsible for P&<, product management, engineering and operations for Database services such as Amazon Aurora and Amazon DynamoDB, and Analytics services such as Amazon Redshift and Amazon EMR, as well as AI services like Amazon Lex, Amazon Polly, and Amazon Rekognition. Prior to joining Amazon in his current position in 2010, Raju spent four years at Google and built the Google Apps business (now known as G Suite).Earlier in his career, Raju founded an Intel backed Wi-Fi Voice over IP company as well as held engineering management positions at Microsoft.

  • Ryan Kelly, Data Architect, Equinox

    Ryan Kelly is a data architect at Equinox, where he helps outline and implement frameworks for data initiatives. He also leads clickstream tracking which helps aid teams with insights on their digital initiatives. Ryan loves making it easier for people to reach and ingest their data for the purposes of business intelligence, analytics, and product/service enrichment. He also loves exploring and vetting new technologies to see how they can enhance what they do at Equinox

  • Richard Boyd, Cloud Data Engineer, iRobot

    Richard Boyd is a cloud data engineer with the iRobot Corporation’s Cloud Data Platform where he builds tools and services to support the world’s most beloved vacuum cleaner. Before joining iRobot, Richard built discrete event simulators for Amazon’s automated fulfillment centers in Amazon Robotics. His previous roles include cyber warfare systems analyst at MIT and research for the Center for Army Analysis. He holds advanced degrees in Applied Mathematics & Statistics.

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.