Pasquale DeMaio

Pasquale DeMaio, VP of Amazon Connect at AWS, shares his insights on transforming contact centers with AI. He argues that the focus should shift from reactive to proactive customer engagement. DeMaio highlights the challenges traditional firms face in data integration, emphasizing the power of cloud platforms. The conversation also covers how AI can create personalized service experiences and the complexities of consumption-based pricing in this new landscape. Exciting innovations in AI are poised to redefine customer expectations and interactions.