8:00 AM PT
11:00 AM ET

Keynote: A Practical Roadmap for AI-Driven Contact Center Transformation

Modern CX is stuck between two mandates: the CFO’s drive for ruthless efficiency and customers’ demand for empathetic, hyper-personalized experiences. This keynote delivers a pragmatic roadmap to resolve that tension—backed by market data—showing how to move beyond fragmented architectures and point solutions toward unified platforms, clean data estates, and trustworthy, agentic AI.

You’ll see why optimization remains rare, where AI investments are misaligned (especially in voice), and how a unified decision engine can eliminate integration debt. The session reframes the role of human agents—offloading repetitive tasks to AI while equipping teams with a single pane of glass, sentiment insights, and “next best action” guidance. You’ll leave with clear steps to accelerate outcomes through partner-led execution and cloud-native services.

The cloud platforms are mature. The checkbooks are opening. The only variable left is your willingness to stop patching the old way and start building the new one.

8:30 AM PT
11:30 AM ET

Transforming Customer Experience: The Power of AI and Strategic Partnership with Amazon Connect and Deloitte

The Omdia Fireside Chat featuring Amazon Connect and Deloitte delves into the transformative power of modern contact center technology and strategic implementation in driving exceptional customer experiences. Moderated by Mike Leone, Principal Analyst at Omdia, the discussion highlights the critical role of the contact center as the operational hub for executing enterprise-wide CX strategies. With insights from Kevin Hall of Deloitte and Ralph Flamini of AWS, the conversation explores how organizations can move beyond cost management to create high-impact, personalized interactions that strengthen customer loyalty and brand value.

Key themes include the integration of AI-powered solutions, such as generative and agentic AI, to unify customer data, eliminate silos, and deliver seamless, context-aware experiences across channels. The session also emphasizes the importance of scalable architectures, governance, and industry-specific expertise in ensuring successful implementation. By leveraging the complementary strengths of Amazon Connect’s innovative cloud-native platform and Deloitte’s TrueServe Blueprint, businesses can achieve measurable outcomes, such as reduced costs and enhanced customer satisfaction. This partnership offers a clear roadmap for executives ready to transform their contact centers into engines of growth and hyper-personalization.

9:15 AM PT
12:15 PM ET

Revolutionizing Contact Centers: AI-Powered Transformation with EPAM and Amazon Connect

The Omdia Fireside Chat featuring EPAM and Amazon Connect explores the critical need for end-to-end contact center transformation in today’s customer-centric landscape. Moderated by Mike Leone, Principal Analyst at Omdia, the discussion highlights how organizations can move beyond fragmented, reactive operations to create unified, AI-powered intelligence hubs that drive customer loyalty, deliver actionable business insights, and improve profitability. With insights from EPAM and Amazon Connect, the conversation focuses on leveraging cloud-native platforms and advanced AI capabilities to eliminate silos, enhance agent productivity, and ensure seamless, personalized customer experiences across all channels.

Key topics include addressing operational challenges such as legacy systems, agent attrition, and data security, while emphasizing the importance of strategic partnerships for successful implementation. The session underscores how EPAM’s expertise in deploying Amazon Connect’s scalable, AI-first platform enables businesses to overcome complexity, achieve measurable ROI, and prepare for the next wave of Generative and Agentic AI innovation. By combining cutting-edge technology with tailored execution strategies, this partnership empowers organizations to transform their contact centers into strategic assets that drive growth and customer excellence.

10:00 AM PT
1:00 PM ET

Transforming Contact Centers: Leveraging Cloud Solutions and AI for Enhanced Customer Experience

Join Mike Leone, Principal Analyst at Omdia, and experts from NeuraFlash as they explore the cutting-edge transformation of contact centers through modern cloud solutions and innovative AI technologies. This 30-minute session delivers actionable insights on revolutionizing your customer experience strategy.

Key Topics

• Current CX Landscape: Discover why 53% of organizations view customer service as the most critical component of their customer experience strategy
• Business Challenges: Learn how to overcome common obstacles including slow response times, CRM integration difficulties, and agent burnout
• Essential Capabilities: Explore the three most important improvements organizations seek

Why Attend

• Real-World Success: Hear actual customer examples demonstrating tangible business outcomes
• Strategic Partnership: Understand the unique value proposition of Amazon Connect and NeuraFlash’s expertise in telephony, AWS, and Salesforce
• Future-Proofing: Gain insights on staying ahead in a rapidly evolving customer experience landscape

10:45 AM PT
1:45 PM ET

Reimagining Contact Centers: How PwC and AWS Accelerate Innovation with Amazon Connect

This fireside chat brings together industry leaders Mike Leone of Omdia, Kara Radcliffe of PwC, and Jason Nemits of AWS for a comprehensive 35-minute discussion on transforming customer experience through modern contact center solutions. The conversation addresses the critical inflection point facing businesses today, where legacy contact center systems are fundamentally inadequate for meeting evolving customer expectations, while 88% of organizations plan to increase AI investments in customer service. The panel explores how companies can move beyond simply handling calls to building genuine customer relationships that drive measurable business growth through cloud-based solutions like Amazon Connect.

The discussion covers key market challenges including system integration complexities, agent training and retention, and the balance between AI automation and human empathy in customer interactions. Participants examine essential capabilities for successful transformation—customer experience management, reliability, and AI-powered automation—while highlighting how the strategic partnership between PwC and AWS enables organizations to navigate both technical implementation and business transformation. Through real-world examples and forward-looking insights, the conversation demonstrates how the right combination of technology and strategic partnership can help organizations create “AI-powered, human-led” experiences that not only meet but exceed customer expectations in an increasingly competitive marketplace.

11:30 AM PT
2:30 PM ET

Revolutionizing Customer Experience: AI-Powered Contact Center Transformation with Wipro and Amazon Connect

Join industry experts for an in-depth exploration of how artificial intelligence and cloud technologies are revolutionizing contact center operations. In this comprehensive session, discover how organizations can move beyond legacy systems to create personalized, seamless customer experiences while transforming contact centers from cost centers into strategic revenue-generating assets.

Key Discussion Points:

• Market Challenges & Opportunities: Examine the current landscape where 88% of organizations plan to increase AI spending for customer service, while many still struggle with siloed data and inflexible legacy technology
• AI-Driven Transformation: Explore sophisticated AI capabilities that handle complex queries, analyze sentiment in real-time, and enable the vision of “zero-touch call centers”
• Strategic Partnerships: Learn how combining Wipro’s two decades of contact center expertise with AWS’s robust cloud infrastructure creates powerful transformation opportunities
• Wipro Intelligent Contact Center: Discover how this Amazon Connect-powered solution delivers fully operational, scalable virtual contact centers with intelligent tools for agents, real-time coaching insights for supervisors, and comprehensive dashboards for managers
• Real-World Results: Gain insights from tangible customer examples demonstrating successful AI and cloud transformations
• Future Trends: Understand emerging technologies and “Connected Intelligence” that will enable predictive customer service capabilities

This session provides actionable strategies for organizations seeking to leverage cloud-based solutions, generative AI, and strategic partnerships to create resilient systems that deliver consistent, long-term performance while meeting evolving customer expectations.