WEBVTT

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Pasquale, thank you so much for
joining us.

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What are you noticing about
customer experience at this

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year's Dreamforce?

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What we're seeing is that the
end customer's expectation for

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customer service just keeps
increasing and getting more and

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more demanding, as it should.

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And what we're seeing is the
customers now need to adapt to

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that and move quickly,
especially as they look to

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leverage things like artificial
intelligence and GenAI

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to deliver outcomes for their
customers that are both better,

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faster, and cheaper than
anything they've done before.

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And what is Amazon Connect and
how is it problem-solving for

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customers?

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Amazon Connect is AWS's Contact
Center and so it allows

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customers to be able to interact
directly with their end

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customers through whatever
channel they want to deliver

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great outcomes.

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And so if you look at something
like wanting to be able to, say,

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solve a problem or even solve a
problem before a customer even

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knows they're having it, this
allows them to engage directly

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with them proactively, deliver
often AI and or agent

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experiences, and then alleviate
that issue for them before they

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even know something's gone
wrong.

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How do you see a strategic
partner like BCG helping with

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this?

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Yeah.

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The key thing with a partner
like BCG is that you really go

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deep with the customer and
understand their business needs

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and help them leverage the
innovation that we deliver to be

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able to let them move quickly
and to experiment and learn and

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then deliver great outcomes for
their end customers in ways they

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wouldn't be able to do on their
own.

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That expertise has been
invaluable for so many customers

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to be able to really outsize
their outcomes.

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Thank you so much.

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Thank you.