{"id":76593,"date":"2025-11-21T16:06:23","date_gmt":"2025-11-21T16:06:23","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=76593"},"modified":"2025-12-01T23:01:03","modified_gmt":"2025-12-01T23:01:03","slug":"aws-reinvent-2025-event-guide","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/aws-reinvent-2025-event-guide\/","title":{"rendered":"The Strategic CX Leader&#8217;s Guide to Navigating AWS re:Invent 2025"},"content":{"rendered":"<p>The contact center as we know it is being reinvented\u2014and <a href=\"https:\/\/reinvent.awsevents.com\/\" target=\"_blank\" rel=\"noopener\">AWS re:Invent 2025<\/a> is where you&#8217;ll see the future unfold in real-time. With 43 sessions focused on Amazon Connect and agentic AI, this event positions itself as a key hub for the next wave of customer experience transformation. It marks a clear step change comparable to the early shift toward cloud.<\/p>\r\n<ul>\r\n<li><em>Just posted:<\/em> <strong><a href=\"https:\/\/www.cxtoday.com\/contact-center\/amazon-connect-delivers-superhuman-powers-for-frontline-teams-at-aws-reinvent\/\">Amazon Connect Delivers \u201cSuperhuman\u201d Powers for Frontline Teams<\/a><\/strong><\/li>\r\n<li><em>Explainer:<\/em> <a href=\"https:\/\/www.cxtoday.com\/contact-center\/amazon-nova-sonic-the-end-of-the-robot-pause-in-cx\/\"><strong>Amazon Nova Sonic: The End of the \u201cRobot Pause\u201d in CX?<\/strong><\/a><\/li>\r\n<\/ul>\r\n\r\n<h2 class=\"wp-block-heading\"><strong>Why This Year Is Different<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>Forget everything you know about chatbots and IVRs. Agentic AI represents autonomous agents that reason, make decisions, and take action independently\u2014while seamlessly collaborating with human agents. The proof? Companies like Zepz are deflecting 30% of contacts while processing $16 billion in transactions. TUI Group migrated 10,000 agents across 12 European markets and cut operating costs by 10%. UC San Diego Health integrated Epic EHR for self-service patient authentication. These are full production deployments, and they are already delivering measurable ROI.<\/p>\r\n<blockquote>\r\n<p>&#8220;We&#8217;re in that &#8216;teach a person to fish&#8217; mode, so you&#8217;re empowered to not just get some near-term benefit and then get left behind.&#8221; &#8211; Pasquale DeMaio<\/p>\r\n<\/blockquote>\r\n\r\n\r\n\r\n<p class=\"highlight-box\"><strong>The Stakes:<\/strong> Early adopters are gaining significant competitive advantages. By the time you read about their success in case studies, they&#8217;ll be two years ahead. Re:Invent 2025 is your chance to close that gap.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>Your Three-Track Amazon Connect Focused Strategy<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>Here are our recommended sessions across the five-day event, one things for sure, you need a plan. Choose your track:<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading track-heading\">Track 1 &#8211; Breakout Sessions led by Amazon Connect Customers and AWS Experts<\/h3>\r\n\r\n\r\n\r\n<div class=\"wp-block-group featured-session\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\r\n<h4 class=\"wp-block-heading\">Don&#8217;t Miss Biz 221 | Agentic AI advancements in customer experience with Amazon Connect &#8211; Pasquale DeMaio<\/h4>\r\n\r\n\r\n Amazon Connect seamlessly embeds AI across every customer touchpoint, built from the ground up as a unified, cloud- and AI-native solution. By driving seamless coordination between human and AI agents, it preserves context across every interaction to drive differentiated customer experiences.<\/div>\r\n<div>\u00a0<\/div>\r\n<div class=\"wp-block-group featured-session\">Join this session with Pasquale DeMaio, VP of Amazon Connect, on how it&#8217;s revolutionising contact centers through agentic AI. Hear from your peers as they share their firsthand experience and best practices, illustrating the real-world impact and benefits of AI-powered customer service. \r\n\r\n\r\n<p class=\"speakers-info\"><strong>SPEAKER LINE UP:<\/strong> Pasquale DeMaio, Vice President &amp; General Manager, Amazon Connect, AWS; Bamba Diouf, Principal Product Manager, Amazon Connect, AWS; James Boswell, Vice President of Cloud, Centrica; Darren Miles, Chief Technology Officer (CTO), Centrica<\/p>\r\n<\/div><\/div>\r\n\r\n\r\n\r\n<h4 class=\"wp-block-heading\">Other sessions:<\/h4>\r\n\r\n\r\n\r\n<ul class=\"session-list wp-block-list\">\r\n<li><strong>BIZ211<\/strong> | So Energy streamlines customer service with AI-powered automation<\/li>\r\n<li><strong>BIZ212<\/strong> | Anthology boosts contact center efficiency with AI<\/li>\r\n<li><strong>BIZ213<\/strong> | Petco unlocks agentic AI-powered customer service with Amazon Connect<\/li>\r\n<li><strong>BIZ214<\/strong> | Traeger accelerates contact center agent productivity with agentic AI<\/li>\r\n<li><strong>BIZ215<\/strong> | Cochlear enhances contact center observability with Amazon Connect<\/li>\r\n<li><strong>BIZ216<\/strong> | Redefining service excellence: Canada Life&#8217;s AI-powered contact center<\/li>\r\n<li><strong>BIZ217<\/strong> | Global tourism brand transforms customer service with Amazon Connect<\/li>\r\n<li><strong>BIZ218<\/strong> | UC San Diego Health modernizes patient engagement with Amazon Connect<\/li>\r\n<li><strong>BIZ219<\/strong> | Personalize Customer Experiences at scale with AI-powered Amazon Connect<\/li>\r\n<li><strong>BIZ220<\/strong> | Transforming contact centers in financial services with Amazon Connect<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p class=\"outcome-box\"><strong>Outcome:<\/strong> Business case validation, ROI metrics, peer testimonials, strategic roadmap.<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading track-heading\">Track 2 &#8211; Business applications technical sessions Led by Amazon Connect Experts<\/h3>\r\n\r\n\r\n\r\n<p>Must-attend sessions include:<\/p>\r\n\r\n\r\n\r\n<ul class=\"session-list wp-block-list\">\r\n<li><strong>BIZ302<\/strong> | Create advanced self-service experiences with Amazon Connect<\/li>\r\n<li><strong>BIZ308<\/strong> | Modernize your contact center agent workspace with Amazon Connect<\/li>\r\n<li><strong>BIZ310<\/strong> | Optimize contact center staffing using AI-powered assistants<\/li>\r\n<li><strong>BIZ311<\/strong> | Optimize customer conversations in your IVR with Amazon Connect<\/li>\r\n<li><strong>BIZ316<\/strong> | Streamline Amazon Connect management with agentic AI-powered controls<\/li>\r\n<li><strong>BIZ318<\/strong> | Transform data into insights with AI-powered Amazon Connect<\/li>\r\n<li><strong>BIZ320<\/strong> | Unlock intelligent generative AI-powered email with Amazon Connect<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p class=\"outcome-box\"><strong>Outcome:<\/strong> Production-ready skills, architectural patterns, implementation blueprints.<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading track-heading\">Track 3 &#8211; CX Leaders Take Note: Three Keynotes You Cannot Miss<\/h3>\r\n\r\n\r\n\r\n<div class=\"wp-block-group keynote-section\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\r\n<h4 class=\"wp-block-heading\">Tuesday, Dec 2 | 8:00 AM: Matt Garman&#8217;s Opening Keynote<\/h4>\r\n\r\n\r\n AWS&#8217;s CEO will unveil its latest innovations. Expect announcements around enhanced agentic capabilities, Amazon Bedrock AgentCore integrations, and global infrastructure expansions. <strong>Pro tip:<\/strong> Arrive 30 minutes early\u2014this sells out. \r\n\r\n\r\n<h4 class=\"wp-block-heading\">Wednesday, Dec 3 | 8:30 AM: The Future of Agentic AI<\/h4>\r\n\r\n\r\n Swami Sivasubramanian (VP, Agentic AI) delivers the technical foundation you need. This is where you&#8217;ll understand how to build, deploy, and run secure AI agents on AWS. <strong>Critical for:<\/strong> Technical leaders and architects. \r\n\r\n\r\n<h4 class=\"wp-block-heading\">Wednesday, Dec 3 | 3:00 PM: The Partnership Advantage<\/h4>\r\n\r\n\r\n Dr. Ruba Borno hosts a fireside chat with Matt Garman, revealing how partners act as force multipliers in the agentic era. <strong>Critical for:<\/strong> Those evaluating implementation partners. <\/div><\/div>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>Your Day-by-Day Navigation Plan<\/strong><\/h2>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading day-heading\">Monday<\/h3>\r\n\r\n\r\n\r\n<p>Arrive early, get your badge, attend foundational sessions.<\/p>\r\n\r\n\r\n\r\n<h4 class=\"wp-block-heading\">PQ sessions:<\/h4>\r\n\r\n\r\n\r\n<ul class=\"schedule-list wp-block-list\">\r\n<li><strong>Biz 221<\/strong> | Agentic AI advancements in customer experience with Amazon Connect <em>10:00-11:00am, Las Vegas | Wynn | Latour 2<\/em><\/li>\r\n<li><strong>INV203<\/strong> | Innovation Talk | The agent-enabled workplace: Transforming businesses <em>12:00pm-1:00pm Venetian | Level 5 | Palazzo Ballroom B<\/em><\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<h4 class=\"wp-block-heading\">Other sessions:<\/h4>\r\n\r\n\r\n\r\n<ul class=\"schedule-list wp-block-list\">\r\n<li><strong>BIZ215<\/strong> | Breakout session | Cochlear enhances contact center observability with Amazon Connect <em>11:30 AM-12:30 PM, Las Vegas | Wynn | [Silent Session] Lafite 7 (Pink Theater)<\/em><\/li>\r\n<li><strong>BIZ211<\/strong> | Breakout session | So Energy streamlines customer service with AI-powered automation <em>1:00pm-2:00pm Las Vegas | MGM | Grand 123<\/em><\/li>\r\n<li><strong>BIZ214<\/strong> | Breakout session | Traeger accelerates contact center agent productivity with agentic AI <em>2:30-3:30, Las Vegas | Venetian | Lido 3106<\/em><\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>Hit the Welcome Reception (4:00-7:00 PM) to orient yourself and network.<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading day-heading\">Tuesday<\/h3>\r\n\r\n\r\n\r\n<p>Matt Garman&#8217;s keynote at 8:00 AM-10:30AM sets the agenda.<\/p>\r\n\r\n\r\n\r\n<ul class=\"schedule-list wp-block-list\">\r\n<li><strong>BIZ213<\/strong> | Breakout session | Petco unlocks agentic AI-powered customer service with Amazon Connect <em>1:00-2:00pm, Las Vegas | Venetian | Lido 3106<\/em><\/li>\r\n<li><strong>BIZ219<\/strong> | Breakout session | Personalize customer experiences at scale with AI-powered Amazon Connect <em>4:00-5:00pm Las Vegas | Wynn | [Silent Session] Lafit 7 (Turquoise Theater)<\/em><\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p class=\"highlight-box\"><strong>Connect Customer Event<\/strong> 6:00pm-8:00pm at the Cromwell. Customers are encouraged to attend!<\/p>\r\n\r\n\r\n\r\n<p>Attend post-keynote sessions on new announcements. Explore the Expo (10:00 AM-6:00 PM). Evening networking receptions (6:00-8:00 PM).<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading day-heading\">Wednesday (Busiest Day)<\/h3>\r\n\r\n\r\n\r\n<p>Agentic AI keynote (8:30 AM), hands-on workshops midday, Partnership keynote (3:00 PM), Expo Happy Hour (4:30 PM), networking receptions (6:00 PM).<\/p>\r\n\r\n\r\n\r\n<ul class=\"schedule-list wp-block-list\">\r\n<li><strong>Swami Sivasubramanian Keynote<\/strong> <em>8:30am-10:30am Venetian<\/em><\/li>\r\n<li><strong>BIZ220<\/strong> | Breakout session | Transforming contact centers in financial services with Amazon Connect <em>10:00-11:00am Las Vegas | MGM | Grand 123<\/em><\/li>\r\n<li><strong>BIZ217<\/strong> | Breakout session | Global tourism brand transforms customer service with Amazon Connect <em>12:00pm-1:00 Las Vegas | MGM | Grand 119<\/em><\/li>\r\n<li><strong>BIZ212<\/strong> | Breakout session | Anthology boosts contact center efficiency with AI <em>4:30pm-5:30pm, Las Vegas | Wynn | [Silent Session] Lafite 7 (Orange Theater)<\/em><\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading day-heading\">Thursday<\/h3>\r\n\r\n\r\n\r\n<p>Infrastructure keynote (9:00 AM), choose between ACQUIRED event or sessions (11:00 AM), Werner Vogels closing keynote (3:30 PM), re:Play party (7:30 PM).<\/p>\r\n\r\n\r\n\r\n<ul class=\"schedule-list wp-block-list\">\r\n<li><strong>BIZ216<\/strong> | Breakout session | Redefining service excellence: Canada Life&#8217;s AI-powered contact center <em>12:30-1:30pm Las Vegas | Wynn | Latour 2<\/em><\/li>\r\n<li><strong>BIZ218<\/strong> | Breakout session | UC San Diego Health modernizes patient engagement with Amazon Connect <em>3:30pm-4:30pm Las Vegas | Wynn | [Silent Session] Lafite 7 (Pink Theater)<\/em><\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading day-heading\">Friday<\/h3>\r\n\r\n\r\n\r\n<p>Final sessions wrap at 12:30 PM. Plan departures accordingly.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>Insider Tips for Maximum ROI<\/strong><\/h2>\r\n\r\n\r\n\r\n<ol class=\"tips-list wp-block-list\">\r\n<li><strong>Book Repeat Sessions Strategically<\/strong> Popular workshops like BIZ302 (self-service AI) and BIZ312 (AI agents) have repeat offerings marked &#8220;-R&#8221; or &#8220;-R1&#8221;. If your first choice is full, grab the repeat. Some sessions, like BIZ221 and BIZ219 will be Simulcast into a content hub. If you can&#8217;t get into a room, check out a content hub!<\/li>\r\n<li><strong>Leverage the Guided Expo Tours<\/strong> AWS experts lead 60-minute tours at specific times (Tuesday-Thursday at 11 AM and 3 PM). First-come, first-served but invaluable for navigating 400+ sponsors.<\/li>\r\n<li><strong>Download Session Content Early<\/strong> Presentations and code samples often appear in the mobile app during or immediately after sessions. Download before WiFi gets congested.<\/li>\r\n<li><strong>Use Multi-Venue Travel Time Wisely<\/strong> Allow 20-30 minutes between The Venetian, Caesars Forum, MGM Grand, Mandalay Bay, and Wynn. Use this time for informal networking or catching up on notes.<\/li>\r\n<li><strong>Attend Chalk Talks for Peer Learning<\/strong> Unlike lectures, chalk talks are interactive discussions where you can ask specific questions and whiteboard solutions with AWS experts and peers.<\/li>\r\n<li><strong>Visit the Certification Lounge<\/strong> Open Monday-Thursday (7:30 AM-5:00 PM) at The Venetian. Get certified, verify existing certifications, or access study materials. Sponsored by Accenture.<\/li>\r\n<li><strong>Balance Keynotes with Hands-On Time<\/strong> Don&#8217;t just collect slide decks. Workshops provide production-ready skills you can implement within 30 days of returning.<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>What to Bring<\/strong><\/h2>\r\n\r\n\r\n\r\n<ul class=\"checklist wp-block-list\">\r\n<li>Laptop (essential for workshops)<\/li>\r\n<li>Comfortable shoes (10,000+ steps daily)<\/li>\r\n<li>Business cards (old school, still effective)<\/li>\r\n<li>External battery (charging stations get crowded)<\/li>\r\n<li>Light jacket (venues vary in temperature)<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>The Bottom Line<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>AWS re:Invent 2025 isn&#8217;t just announcing the future of customer experience\u2014it&#8217;s demonstrating it with production deployments, real ROI metrics, and hands-on workshops that give you the skills to implement immediately.<\/p>\r\n\r\n\r\n\r\n<p>The companies presenting their success stories aren&#8217;t waiting for AI to mature. They&#8217;re already deflecting 30% of contacts, reducing costs by 10%, and serving customers across 130+ countries with AI agents that reason, decide, and act autonomously.<\/p>\r\n\r\n\r\n\r\n<p class=\"cta-paragraph\"><strong>Your competition is in those sessions. The question is: will you be there too?<\/strong><\/p>\r\n\r\n\r\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\r\n<div class=\"wp-block-group registration-info\"><strong>Registration:<\/strong> $2,099 full conference pass (group discounts available)<\/div>\r\n<div>\u00a0<\/div>\r\n<div class=\"wp-block-group registration-info\">\r\n\r\n <strong>More information:<\/strong> <a href=\"https:\/\/reinvent.awsevents.com\" target=\"_blank\" rel=\"noopener\">https:\/\/reinvent.awsevents.com<\/a><\/div>\r\n<div>\u00a0<\/div>\r\n<div class=\"wp-block-group registration-info\"><em>For CX Today readers: Focus on the BIZ2XX and BIZ3XX sessions for immediate applicability. The customer stories provide business case validation, while workshops deliver implementation skills. See you in Las Vegas.<\/em><\/div>","protected":false},"excerpt":{"rendered":"<p>The contact center as we know it is being reinvented\u2014and AWS re:Invent 2025 is where you&#8217;ll see the future unfold in real-time. With 43 sessions focused on Amazon Connect and agentic AI, this event positions itself as a key hub for the next wave of customer experience transformation. It marks a clear step change comparable [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":76594,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[62073,11850,55549],"class_list":["post-76593","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-automation-in-cx","category-contact-center","category-event-news","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-artificial-intelligence","tag-autonomous-agents","tag-aws-reinvent","brands_to_track-aws","editorial_type-news","intent-discovery","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AWS re:Invent 2025: Amazon Connect &amp; Agentic AI Event Primer | CX Today<\/title>\n<meta name=\"description\" content=\"AWS re:Invent 2025 event primer for CX leaders: 43 Amazon Connect sessions on agentic AI, proven ROI case studies, navigation tips. 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