The Amazon Connect Podcast

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About the show

Latest episodes

• The Amazon Connect Podcast - Ep.25 - Be the 5%! w/Hannah Bloking and Brian Dawson

  October 8, 2026 · 53 min

  https://aws.amazon.com/blogs/contact-center/be-the-5-what-we-learned-by-shipping-ai-at-scale/ Most AI projects fail for the same reason: teams start with the technology, not the business problem. Brian Dawson and Hannah Bloking reveal why…

• The Amazon Connect Podcast - Ep.24 - The Latest with Elias Sayigh

  October 1, 2026 · 47 min

  Amazon Connect’s New Real-Time Tools for Smarter Contact Centers Amazon Connect is expanding how contact centers report, route work, and manage their teams. In this episode, Douglas and Elias Sayigh break down the latest updates and…

• The Amazon Connect Podcast - Ep.23 - How do we use customer feedback w/ Abhishek Pandey

  September 11, 2026 · 31 min

  https://aws.amazon.com/blogs/contact-center/failure-didnt-lose-your-customers-mediocrity-did/ https://aws.amazon.com/blogs/contact-center/deflection-is-dead-resolution-is-king/ Amazon Connect is shipping fast, but the real story is how…

• The Amazon Connect Podcast - Ep.22 - Where have we/I been?

  September 9, 2026 · 3 min

  A small explanatory video before the onslaught of new content

• The Amazon Connect Podcast - Ep.21 - What have you just missed?

  July 9, 2026 · 43 min

  Deflection is Dead. Resolution is King.by Pasquale DeMaio https://aws.amazon.com/blogs/contact-center/deflection-is-dead-resolution-is-king/ Discover the latest breakthroughs in Amazon Connect that are transforming customer experiences and…

• The Amazon Connect Podcast - Ep.20 - NLX! with Jim Kraeutler

  June 4, 2026 · 52 min

  Most organizations undervalue the true potential of conversational AI—until now. Jim Kraeutler, a product manager at Amazon Connect, exposes how innovative solutions like NLX are revolutionizing customer experiences by blending natural…

• The Amazon Connect Podcast - Ep.19 - Amazon Connect Customer is here! with Iftach Bashan

  May 7, 2026 · 37 min

  In this episode, we explore the recent transformations in Amazon Connect, including its expansion into a family of solutions, the strategic acquisition of NLX, and the future of AI-driven customer experience. Our expert, Iftach Bashan…

• The Amazon Connect Podcast - Ep.18 - AI Forward Deployment with Ayesha Borker

  April 14, 2026 · 34 min

  Most companies are rushing headlong into AI without a clear strategy for delivering real business value — are you? In this episode of the Amazon Connect podcast, AI expert and AWS Solution Architect Ayesha Borker shares how forward deploy…