Customer contact week 2025: Transform your contact center with AI-powered innovation

6/3/2025 update: The following sessions switched time slots, “Elevate your outbound communications with Amazon Connect data foundation” and “Unifying customer engagement: From siloed systems to intelligent omnichannel.” The schedule below contains the up-to-date session information.

The customer experience landscape has entered a new era of transformation, where generative AI and intelligent automation are no longer future possibilities but present-day imperatives. At Amazon Web Services (AWS), we’re helping organizations harness these technologies to create more meaningful, efficient, and personalized customer interactions. This year, we are thrilled to be a sponsor of Customer Contact Week 2025, where industry leaders will gather in Las Vegas to explore how AI is revolutionizing contact center operations and reshaping the future of customer engagement.

From June 9-12, we will showcase our latest innovations and share real-world insights on how organizations are using Amazon Connect to transform their customer interactions through intelligent automation and the power of AI. Our comprehensive lineup of sessions, workshops, and panels will provide attendees with actionable strategies and practical knowledge to elevate their customer service operations, optimize their workforce, and create meaningful customer connections in an AI-driven world. Here are some highlights from the AWS Agenda if you are attending the event:

Workshop:

Get hands-on with AI-powered customer experiences
June 10 | 9:00 – 10:30 AM (PST)

Experience end-customer and agent perspectives in an interactive contact center environment. Learn from AWS customer Fujitsu, who will showcase how their successful implementation of Amazon Connect is transforming customer experiences. In this hands-on session, you’ll discover practical strategies to elevate your business operations using AI-powered contact center capabilities. Bring your laptop for a guided experience that will help you envision and build the future of customer engagement.

Mainstage Panel:

Scaling AI across the entire customer journey
June 11 | 5:00 – 5:30 PM (PST)

Customer experience leaders stand at a pivotal moment of transformation: the opportunity to unleash AI’s full potential across every customer touchpoint. Many organizations are adopting AI for specific use cases, yet this approach can result in a disconnected experience, missing an opportunity to optimize the entire journey. Discover a future where AI works seamlessly across all channels, learning and improving with every interaction while maintaining predictable costs. Hear from AWS customers as they discuss how they are turning every customer conversation into a catalyst for growth. Walk away with strategic insights on how to future-proof your customer experience operations while eliminating the traditional barriers of cost uncertainty and technical complexity.

Pavilion sessions:

In these sessions, AWS experts, alongside customers, will explore how AI, analytics, proactive campaigns, and intelligent self-service capabilities within Amazon Connect can transform customer experiences. Attendees will gain practical insights into how leading organizations are using these technologies to boost agent productivity, deliver personalized omnichannel experiences, and harness real-time analytics to drive continuous improvement – all while maintaining operational efficiency in today’s AI-driven contact center landscape.

Transforming customer experience with unified data
June 11 | 11:00 – 11:45 AM (PST)

Discover how the comprehensive data foundation in Amazon Connect goes beyond traditional Customer Data Platforms (CDPs), enabling organizations to personalize customer experiences in contact centers and beyond. Hear from United Airlines how the data foundation from Amazon Connect delivers unparalleled data matching, enrichment, and activation capabilities, creating a powerful system of action for optimizing customer interactions.

Revolutionizing customer experience: The TELUS digital success story
June 11 | 12:00 – 12:45 PM (PST)

Discover how TELUS transformed its customer support operations through a strategic partnership with AWS Partner Local Measure, leveraging generative AI to create an innovative asynchronous messaging solution.

Future-proofing contact centers with continuous AI innovation
June 11 | 1:45 – 2:30 PM (PST)

Stay ahead in the rapidly evolving landscape of AI-powered customer service. This session explores how companies are deploying an adaptable contact center that can readily embrace new AI innovations while consistently improving customer experience.

Modernizing service excellence through customer experience innovation
June 11 | 2:45 – 3:30 PM (PST)

Learn how a leading financial services organization is transforming service excellence by implementing Amazon Connect’s advanced voice and comprehensive analytics capabilities. This modernized approach is setting new standards for service delivery and operational efficiency.

Unifying customer engagement: From siloed systems to intelligent omnichannel
June 12 | 11:00 – 11:45 AM (PST)

As customer expectations continue to evolve, organizations face increasing pressure to deliver seamless, personalized experiences across all touchpoints. Traditional approaches are no longer sufficient in today’s digital-first world. Join us to explore how AI and intelligent automation are transforming customer experience delivery. Learn how leading companies are leveraging predictive engagement and real-time intelligence to drive measurable business outcomes.

Speed to value: Roadside Protect achieves 1000% ROI with Amazon Connect and NeonNow
June 12 | 12:00 – 12:45 PM (PST)

Learn from Randy Stern, Roadside Protect’s Chief Customer Officer, on how they achieved 1000% return on investment (ROI) by implementing Amazon Connect, AWS AI-powered contact center with AWS Partner NeonNow – a division of Cloudwave.

Elevate your outbound communications with Amazon Connect data foundation
June 12 | 1:45 – 2:30 PM (PST)

Explore how the robust data foundation in Amazon Connect is transforming outbound campaigns from basic call lists into highly personalized, context-aware customer engagements. Discover how you can leverage these capabilities to enhance customer interactions, improve campaign performance, and drive business growth.

Connect with us

Customer Contact Week 2025 presents an opportunity to connect with like-minded professionals, share knowledge, and discover cutting-edge solutions that can drive tangible business impact. Whether you are looking to optimize your contact center operations, harness the potential of AI and analytics, or elevate your overall customer experience strategy, AWS has the expertise and solutions to support your journey.

To schedule a meeting with our team or learn more about our presence, please reach out to your AWS account team. You can also book a meeting with an AWS expert attending the event. We look forward to connecting with you.

Ready to transform your customer service experience with Amazon Connect? Contact us.