Title

AWS re:Invent 2023 - Personalize Omnichannel Customer Experience with Amazon Connect (BIZ218)

Summary

Speakers: Hannah Bloeking (Solution Architect Manager, Amazon Connect), Mike Nolan (Worldwide IVR Specialist SA), Prithvi Sahu and Tarun Gupta (CX leaders at Adobe).
Key Points:
- Amazon Connect enables personalized omnichannel customer experiences.
- Customer expectations are high and evolving, with a preference for automated experiences, especially among younger consumers.
- Common challenges include unavailable preferred channels, outdated service options, long handle times, and disconnected interactions.
- Amazon Connect offers seamless experiences across channels, AI-powered automation, and data-driven personalization.
- New capabilities include built-in SMS and in-app web and video calling.
- Adobe's use case: Migrated from legacy systems to Amazon Connect, achieving better customer and agent experiences, higher reliability, and operational agility.
- Adobe's future plans include integrating web ticket routing and expanding AI capabilities.

Customer-Centric Approach: The emphasis on customer experience as the core of contact center operations reflects a broader industry trend towards customer-centricity.
AI and Automation: The integration of AI and machine learning is critical for modern contact centers, enabling efficient self-service options and agent assistance.
Omnichannel Experience: The move towards omnichannel solutions is a response to consumer demand for seamless interactions across various communication platforms.
Agility and Scalability: Amazon Connect's ability to quickly set up new contact centers and scale operations is a significant advantage for global businesses.
Data-Driven Decisions: Real-time analytics and A/B testing capabilities allow for continuous improvement of customer interactions.
Adobe's Experience: Adobe's migration to Amazon Connect showcases the practical benefits of the platform, including improved reliability, agent flexibility, and customer satisfaction.
Future Trends: The focus on expanding omnichannel capabilities and enhancing AI features indicates ongoing innovation in the contact center space.