That title might make you roll your eyes, it might confuse you, or, if you're like me, it might excite you. Going live with Amazon Connect isn't the finish line - it's the starting gun. New capabilities are added monthly in Connect alone. The rate at which Generative and Agentic AI evolves has driven unprecedented service deprecations. Agentic CX Designer is on the horizon (let's hope it lives up to the hype - Connect AI Agents are a beast). The Amazon Connect instance that you went live on eighteen months (do you unlimited AI, bro?) ago looks different than it does today, and it'll look different again by the end of the year (or it should - if not - that's the problem - not the rate of change. The ever changing landscape of technology is the point. Why? Your organization is changing too. Your mission, your business, your customer expectations, well, none of it stands still. So why would your contact center? Lead with capabilities and don't hinder with legacy approaches. In this session we'll apply the AWS Well-Architected Framework as a working lens for Amazon Connect: what to think about before you go live, and how to build a practice that keeps pace with the platform as it evolves. Less theoretical, more "here's how to actually use this."
