ACUG Q3 Meetup - Adobe Customer Migration Story + QuickSight Reporting

Agenda

12:00 - 12:15 - Kickoff & Announcements
AWS GTM Specialist Alex Roth will provide an overview of the Q3 Meetup agenda, announce the ACUG Q4 Meetup date, announce an ACUG special topic workshop on Contact Lens (business-focused), and walk through other upcoming Amazon Connect/contact center workshops and events.

12:15 - 1:30 - Adobe Customer Migration Story
Listen as the Adobe team talk candidly about their Amazon Connect chat migration, including best practices and lessons learned in an engaging interview-style discussion. Adobe is embarking on their telephony migration next, and the team has questions for ACUG members, so come ready to share your own Amazon Connect telephony migration stories!

Adobe Speakers:

• Maneesh Kenia is a Sr Product Manager in Adobe’s Digital Media Customer Experience group. He has been in the Customer Service domain for over 5 years most recently lead the migration of Adobe’s chat platform to Amazon Connect. Previously he launched the first digital conversational AI and chatbot experiences for Macy’s. He also has a background in digital media at a variety of creative companies. https://www.linkedin.com/in/maneeshk/
• Tarun Gupta is Senior Manager (Product Management) in Adobe’s customer experience technology team. Tarun has been with Adobe over 15 years and has been in the customer experience technology domain for over 20 plus years. He has been leading the technology teams supporting phone, messaging and contact center infrastructure for Adobe support and sales teams. Recently he has shifted to lead IT’s product management team and transform the customer experience for Adobe’s customers through omnichannel and AI-ML based technologies.

1:30 - 2:45 - Amazon Connect Reporting + Extending Reporting Capabilities
AWS Sr. Solution Architects Mehmet Demir and Ankur Taunk will present Amazon Connect out-of-the-box reporting and available Amazon Connect reporting APIs. You will also learn about various Amazon Connect data sources, establishing data pipeline to centralize the data in an S3 data lake, and visualizing Amazon Connect data using Amazon QuickSight.

2:45 - 3:00 - Q&A/Wrap-Up