Driving innovation at Amazon (Level 100)

At Amazon, everyone wants to innovate fast for customers. Many of our best ideas come ground up, from the people closest to customers. This session takes you behind-the-scenes to see how Amazon uses AI/ML to personalize, scale and invent new and compelling customer experiences. Focusing on insights gained and lessons learned, the session will cover the cultural, process, and technology aspects of building and scaling AI and Machine Learning capabilities across the organization.

Part #1: Amazon.com enhancing CX
From its inception, Amazon.com's consumer retail business has transformed the shopping experience, from product search through to customer delivery. In this session, we share specific examples from Amazon.com's consumer retail businesses to demonstrate how AI & ML helps Amazon deliver the optimum customer experience, improves efficiency, and lowers the cost to serve.
Speaker: Choong Lee, Strategic Business Development Manager, AWS

Part #2: From contact center operator to brand ambassador
Most of us can relate to the frustration a caller experiences with disproportionately long phone cues, and the need to repeat personal details time and again when seeking customer support to resolve a product or service issue. For customer services operators, the experience can be equally challenging. This session focuses on why Amazon.com decided to build Amazon Connect to serve millions of people daily and ensure personalized, dynamic, and positive customer experiences for all.
Speakers:
Scott Brown, Head of Worldwide GTM, Productivity Applications, AWS
Yasser El-Haggan, Head of Worldwide Solutions Architecture, Productivity Applications, AWS

Part #3: Amazon Connect - From ‘Lift ‘n Shift’ to Customer Experience (CX) innovation
More than a simple contact center technology stack, Amazon Connect offers a range of features that move customer service from reactive to proactive through innovations such as text to speech and highly contextualized customer data analysis to help all businesses create positive and compelling customer experiences.
Speakers:
Scott Brown, Head of Worldwide GTM, Productivity Applications, AWS
Yasser El-Haggan, Head of Worldwide Solutions Architecture, Productivity Applications, AWS