Title

AWS re:Invent 2023 - Building Inventive Customer Experiences with Data, AI, and Serverless (SMB301)

Summary

• Speakers: Pranav Sharma and Jay Rao, Principal Solution Architects at AWS.
• Key Topics: Customer experience (CX) importance, data, AI, serverless technologies, and AWS solutions for enhancing CX.
• Customer Experience: Defined as a business imperative, not just a buzzword, that drives outcomes by meeting and exceeding customer expectations.
• Framework for CX: Four stages of customer interaction (acquisition, onboarding, service, growth) and opportunities for innovation at each stage using AI, data, and serverless.
• Case Studies: Examples of companies that have successfully implemented inventive CX solutions.
• AWS Programs and Workshops: AWS offers support through workshops, POCs, enablement sessions, and professional services to help businesses build and enhance their CX.

Insights

• Customer Expectations: Modern customers carry high expectations from their experiences with leading organizations, expecting personalized, frictionless, and channel-agnostic interactions.
• Data Utilization: Businesses are using data to gain a holistic understanding of their customers, creating personalized offers and services, and continuously refining them.
• AI and Serverless: AI can process natural language requirements, provide mixed reality experiences, automate identity and document review, and offer intelligent assistance, all enabled by serverless architectures.
• Design Thinking: A five-step process (empathize, define, ideate, prototype, test) is crucial for understanding user needs and aligning them with business goals and technology choices.
• Well-Architected Framework: Six pillars (operational excellence, security, reliability, performance efficiency, cost optimization, sustainability) are essential for building applications that deliver superior CX.
• Customer Insights: Central to transformation, involving capturing data across channels, storing it centrally, and analyzing it in real-time to create a unified customer profile.
• AWS Services: A wide range of AWS services can fulfill various CX requirements, from data lakes and analytics to AI/ML services and serverless computing.
• Business Impact: Companies that focus on CX outperform their peers, and there is a significant gap between what companies believe they deliver and what customers perceive.
• AWS Support: AWS provides comprehensive support for businesses at any stage of their CX journey, from identifying use cases to deploying solutions, with a focus on leveraging AWS services and expertise.