Learn more

6th November | 10am GMT

The AI-Powered Customer Experience Revolution: From Insights to Impact

A virtual showcase event, hosted by AWS

Customer service is evolving from a cost centre to a strategic differentiator.

Gartner predicts that by 2025, 40% of customer service organisations will become profit centres through digital customer engagement leadership. The challenge? Delivering personalised experiences at scale whilst optimising operations.

Yet transformation is possible, and organisations implementing intelligent contact centre solutions are seeing remarkable results. Vodafone achieved a 50% reduction in handling time using AI in their contact centres. Capital One decreased both their average handle time and technology costs by 40%, while Traeger Grills improved customer satisfaction scores by 15% and reduced costs by 30%.

So how do you successfully harness AI and automation while maintaining authentic customer connections? How do you empower agents with AI-driven tools? And what does best practice look like when it comes to turning customer insights into actionable business intelligence?

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:

What barriers or challenges – technical or organisational – are preventing wider adoption of AI within your contact centres?

How are you preparing your workforce and organisational culture for an AI-powered transformation in customer experience?

What metrics drive your decision-making around customer experience, and how do you balance short-term wins versus long-term transformation goals?

Speakers

Phil Le-Brun

Executive in Residence, Amazon Web Services

Siegfried Schallenmueller

Head of Innovation Programs, EMEA, Amazon Web Services

Frans Vreeswijk

VP Customer Strategy at CRH

Agenda

  • Speaker:
    Ben Thompson,
    Host, GDS Group

  • Speaker:
    Phil Le-Brun,
    Executive in Residence, Amazon Web Services

  • Topic:
    Pioneers of Change: Real-World Stories of CX Transformation

    Speakers:
    Siegfried Schallenmueller,
    Head of Innovation Programs, EMEA, Amazon Web Services

    Frans Vreeswijk,
    VP Customer Strategy at CRH

    Moderated by Phil Le-Brun, this dynamic panel brings together industry leaders including AWS CX thought leader Siegfried Schallenmueller and distinguished customer guests to share their journeys of CX transformation. The discussion will explore practical insights, lessons learned, and success strategies for implementing AI-driven customer experience solutions. Hear first-hand accounts of how organizations are leveraging AI to enhance customer satisfaction, improve operational efficiency, and drive business growth while maintaining authentic customer connections.