#666: Balancing AI-driven efficiency and responsibility with Pasquale DeMaio, Amazon Web Services

For many brands, AI is revolutionizing customer experience, but with increased adoption comes widespread concerns about job displacement, ethical risks, and trust. Is AI truly enhancing human capabilities, or is it simply replacing them? And how can companies balance efficiency with responsibility in AI-driven CX?

Joining me today is Pasquale DeMaio, Vice President of Customer Experience Services at AWS.

Pasquale DeMaio

Vice President, Customer Experience Services at AWS

Pasquale is the Vice President of Amazon Connect at AWS, an organization he founded in 2015 to help companies of any size deliver superior customer outcomes at lower cost. Under his leadership, Amazon Connect is enabling businesses to transform the way they engage with their customers at every interaction. With this vision, Amazon Connect has become one of the fastest-growing products in AWS history, and now enables tens of thousands of AWS customers to support more than 10 million daily customer interactions across sales, customer service, and engagement. Pasquale has 20 years of experience in delivering world-class B2B and B2C products. Prior to AWS, Pasquale led products in machine learning, augmented reality, mobile, and maps. His specialties include operating SaaS at world-leading scale, delivering exceptional customer experiences, and driving UX and technology innovation.

Resources

AWS Connect: https://aws.amazon.com/connect/

Introducing The Next Generation of Amazon Connect: https://aws.amazon.com/blogs/contact-center/introducing-the-next-generation-of-amazon-connect/

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