19th February | 10am GMT
AI-Driven CX Transformation: Leading the Future with Amazon Connect
A Meet the Boss Virtual Showcase in partnership with AWS
Reimagining customer experience through agentic AI that unifies data, elevates human + AI collaboration, and delivers continuous, context-rich service at scale.
Customer expectations have fundamentally shifted, and reactive service models can no longer keep up. Organisations face rising pressure to deliver faster, smarter, and more personalised support, yet fragmented data, inconsistent handoffs, and outdated metrics make it difficult to prove ROI or act on the voice of the customer in real time.
This session explores how agentic AI, systems that understand, reason, act, and remember, is redefining modern customer experience. Anchored in AI Choice, Human + AI Collaboration, and Unified Data & Trust, this approach enables continuous, context-rich conversations across every channel. Built from real customer service needs, it provides the foundation for scalable automation, empowered agents, and measurable CX transformation.
Join this virtual showcase event, hosted by the experts at AWS Connect, to explore how to transform customer and employee experiences in tandem to drive real business value.
Discussion topics:
Breaking Through AI Adoption Barriers: Why AI wins big in CX, and what’s still slowing organisations down.
Rethinking CX Metrics & ROI: Building smarter measurement frameworks to guide decisions.
Preparing the Workforce for AI-Powered Service: Creating a culture ready for real-time insights, automation, and long-term transformation.
Keynote Speaker
Aly Galal
EMEA Amazon Connect Leader, AWS
CX Innovation & transformation:
Focusing on omnichannel experiences, customer journey optimisation, and leveraging AI for continuous innovation.
GenAI-Powered Customer Self-Service:
Focus on automated customer interaction, intelligent virtual agents, and conversational AI for enhanced customer experience and operational efficiency.
Agent Empowerment & Productivity:
Emphasis on real-time agent assistance, unified workspaces, and AI-powered tools to reduce agent cognitive load and improve performance.
Operational Cost Optimization:
Addressing cost reduction through AI automation, improved routing, reduced handle times, and pay-as-you-go pricing.
Contact Centre Analytics & Insights:
Covering real-time analytics, customer sentiment analysis, quality management, and data-driven decision making
Attendees focus priorities
Agenda
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Speaker:
Ben Thompson,
Host, GDS Group -
Speaker:
Aly Galal,
EMEA Amazon Connect Leader, AWS -
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Panelists:
Aly Galal,
EMEA Amazon Connect Leader, AWS -
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