The contact center as we know it is being reinvented—and AWS re:Invent 2025 is where you'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.
Why This Year Is Different
Forget everything you know about chatbots and IVRs. Agentic AI represents autonomous agents that reason, make decisions, and take action independently—while 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.
"We're in that 'teach a person to fish' mode, so you're empowered to not just get some near-term benefit and then get left behind." - Pasquale DeMaio
The Stakes: Early adopters are gaining significant competitive advantages. By the time you read about their success in case studies, they'll be two years ahead. Re:Invent 2025 is your chance to close that gap.
- Exclusive Interview: You Don’t Have to Choose Between Human and Agentic with Pasquale DeMaio
- Announcements: Amazon Connect Delivers “Superhuman” Powers for Frontline Teams
- Explainer: Amazon Nova Sonic: The End of the “Robot Pause” in CX?
Your Three-Track Amazon Connect Focused Strategy
Here are our recommended sessions across the five-day event, one things for sure, you need a plan. Choose your track:
Track 1 - Breakout Sessions led by Amazon Connect Customers and AWS Experts
Don't Miss Biz 221 | Agentic AI advancements in customer experience with Amazon Connect - Pasquale DeMaio
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.
SPEAKER LINE UP: Pasquale DeMaio, Vice President & 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
Other sessions:
- BIZ211 | So Energy streamlines customer service with AI-powered automation
- BIZ212 | Anthology boosts contact center efficiency with AI
- BIZ213 | Petco unlocks agentic AI-powered customer service with Amazon Connect
- BIZ214 | Traeger accelerates contact center agent productivity with agentic AI
- BIZ215 | Cochlear enhances contact center observability with Amazon Connect
- BIZ216 | Redefining service excellence: Canada Life's AI-powered contact center
- BIZ217 | Global tourism brand transforms customer service with Amazon Connect
- BIZ218 | UC San Diego Health modernizes patient engagement with Amazon Connect
- BIZ219 | Personalize Customer Experiences at scale with AI-powered Amazon Connect
- BIZ220 | Transforming contact centers in financial services with Amazon Connect
Outcome: Business case validation, ROI metrics, peer testimonials, strategic roadmap.
Track 2 - Business applications technical sessions Led by Amazon Connect Experts
Must-attend sessions include:
- BIZ302 | Create advanced self-service experiences with Amazon Connect
- BIZ308 | Modernize your contact center agent workspace with Amazon Connect
- BIZ310 | Optimize contact center staffing using AI-powered assistants
- BIZ311 | Optimize customer conversations in your IVR with Amazon Connect
- BIZ316 | Streamline Amazon Connect management with agentic AI-powered controls
- BIZ318 | Transform data into insights with AI-powered Amazon Connect
- BIZ320 | Unlock intelligent generative AI-powered email with Amazon Connect
Outcome: Production-ready skills, architectural patterns, implementation blueprints.
Track 3 - CX Leaders Take Note: Three Keynotes You Cannot Miss
Tuesday, Dec 2 | 8:00 AM: Matt Garman's Opening Keynote
AWS's CEO will unveil its latest innovations. Expect announcements around enhanced agentic capabilities, Amazon Bedrock AgentCore integrations, and global infrastructure expansions. Pro tip: Arrive 30 minutes early—this sells out.
Wednesday, Dec 3 | 8:30 AM: The Future of Agentic AI
Swami Sivasubramanian (VP, Agentic AI) delivers the technical foundation you need. This is where you'll understand how to build, deploy, and run secure AI agents on AWS. Critical for: Technical leaders and architects.
Wednesday, Dec 3 | 3:00 PM: The Partnership Advantage
Dr. Ruba Borno hosts a fireside chat with Matt Garman, revealing how partners act as force multipliers in the agentic era. Critical for: Those evaluating implementation partners.
Your Day-by-Day Navigation Plan
Monday
Arrive early, get your badge, attend foundational sessions.