Re:Invent is back—December 2–6 in Las Vegas—and if you’re in customer experience or call center tech, Amazon Connect is front and center. AWS has pulled together hands-on workshops, breakout talks, and innovation sessions aimed at helping teams reinvent customer-facing operations with the latest in CX and generative AI.
Here’s how to build a customer-first agenda—with real value beyond the keynote buzz.
Which Sessions Should You Mark on Your Calendar?
Three sessions stand out—not because you must attend them, but because they address what every CX leader is wrestling with today: scale, personalization, and agent efficiency.
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Generative AI for Customer Service (BIZ221-INT | Innovation Talk)
Monday, Dec 2, 10:30–11:30 AM PST
Pasquale DeMaio (VP & GM, Amazon Connect) digs into how AI can transform both agent workflows and customer outcomes, and shares real-world implementations from pilot to rollout.Amazon Web Services, Inc. -
How Amazon.com Powers Customer-Obsessed Service with Amazon Connect (BIZ213 | Breakout)
Wednesday, Dec 4, 2:30–3:30 PM PST
Get a behind-the-scenes look at how Amazon scales personalization through billions of interactions. It’s a rare glimpse into operationalizing Amazon-scale CX.Amazon Web Services, Inc.reinvent.awsevents.com -
How Frontdoor, Inc. Boosts Agent Productivity with Amazon Connect (BIZ218 | Breakout)
Tuesday, Dec 3, 4:00–5:00 PM PST
A use-case-driven session—learn how Home Warranty leader Frontdoor redefined agent workflows with a generative AI-powered workspace.Amazon Web Services, Inc.
What Hands-On Learning Can Move the Needle?
If you want instruction that sticks, here are builders’ sessions and workshops worth saving your seat for:
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BIZ302 | Smart Customer Self-Service & Agent Assist (Travel & Hospitality)
Build AI-driven self-service flows and agent-assist tools tailored for travel and hospitality, including social chat integrations. -
BIZ303 | No-Code Customer Engagement with Amazon Connect Flows
Use visual tools to automate IVR, chatbots, and seamless agent handoffs. Great for teams that value agility over heavy dev cycles. -
BIZ304 | Actionable Contact Center Insights with QuickSight & AI Analytics
Hands-on workshop to surface real-time insights—agent coaching, trends, forecasting—from your Contact Center data. -
BIZ306 | Empower Agents with Unified Customer Data
Learn to merge interaction history, sentiment, and account data into a single view for agents—using generative intelligence to resolve faster.
There’s also BIZ305 (Video + AI + IoT) and more—downloading the full catalog is worth it if you’re building AI-driven customer workflows.
Why This Matters for Your CX Strategy
Here’s the real deal:
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AI isn’t buzz—it’s becoming baseline. The sessions on generative CX and agent assistance aren’t theoretical—they’re being piloted at enterprise scale.
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Scale demands simplicity. Seeing how Amazon.com handles millions of interactions sharpens your view on building CX systems that fetch—not fumble—context.
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Agent performance is still the lever. Tools that reduce friction—whether through collab circuitry or real-time data—drive loyalty and reduce churn.
In short, attending the right sessions isn’t about checklists—it’s about asking the questions your CX roadmap needs answered.
How Data Sleek Helps You Make CX Smarter — Post-re:Invent
Re:Invent is where ideas start—but implementation is where they pay off. Here’s how Data Sleek helps turn session takeaways into reality:
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CX Integration Strategy: Whether it’s embedding AI into Amazon Connect, crafting agent-assist flows, or joining contact center and BI tools, we help plot the path from concept to rollout.
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Programmatic Ops: If you saw the Amazon.com launch and thought, “That’d take months to build”—we get it. We help teams automate prompt updates, workflows, and analytics delivery at scale.
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Business Impact Focus: Our pilots are measured—expect improvements in AHT, CSAT, FCR. We track both customer and agent lift.
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From Workshop to Framework: We’ll help you digest what you saw at re:Invent and turn it into automated blueprints that work for your business—not just a demo.
Final Thought: Plan to Execute, Not Just Attend
Go to re:Invent to learn. But don’t go just to learn—go to build. Let these sessions inspire a CX agenda that’s smarter, leaner, and far more customer-centered.
Your next-gen contact center isn’t a concept—it’s built one session, one workflow, one customer insight at a time.
