In this week’s No Jitter post, contact center guru Sheila McGee-Smith recounts two Amazon Connect customer stories from a recent conference put on by AWS. Each is a case study in how innovative technology was poised to transform the enterprise over the long term, and then was turbocharged by the pandemic.
Sheila tells the stories better than I could, so I’ll encourage you to read her whole post. I’ll just quote the sentence from Sheila that sums it all up: “The pandemic has accelerated the need for seamless, personalized, digital experiences.” That’s true in the customer-facing world that Amazon Connect serves, and of course it’s just as true in the world of knowledge work that enterprises are just starting to transition to hybrid models post-pandemic.
