The CX Leader's Essential Guide to re:Invent 2025
How CX leaders can get the most from this year’s event
Heading to AWS re:Invent 2025? With 2300+ sessions, workshops, and hands-on labs, it can feel impossible to decide which sessions to attend.
AWS released a handy attendee guide for Amazon Connect related sessions, which you can find here.
To build on this, we’ve compiled our own list of must-attend sessions, each one offering high strategic value, actionable insights, or a roadmap toward building next-generation customer-centric systems using AWS.
Whether you’re focused on improving customer journey orchestration, leveraging AI/ML for personalization, architecting scalable CX platforms, or aligning your team around data-driven outcomes, these sessions should be on your radar.
P.S. Dates and locations for some sessions are TBD. Search the session codes below on the official AWS re:Invent event catalog for the most up-to-date information. Space is filling fast, so register soon!
The agent-enabled workplace: How AI assistants are transforming the way we work
Session code: INV203
Speaker: Pasquale DeMaio, Vice President & General Manager of Amazon Connect, AWS
Session Type: Innovation Talk
What you’ll learn:
The workplace is evolving fast, and AI is at the center of that transformation. In this session, Pasquale DeMaio explores how organizations can effectively implement AI assistants to enhance employee experience and productivity.
Drawing from Amazon’s own journey with Amazon Q Business and Amazon QuickSight, Pasquale shares real-world examples of how AI is reshaping daily workflows and boosting performance across teams. You’ll learn...
- Key principles for building effective AI assistants
- Real world examples of how AI is transforming work patterns
- How to design intuitive AI workspaces
- Ways to measure productivity gains
Walk away with a practical framework to evaluate and deploy AI agents in your organization—helping you create value while maintaining the security and trust your teams rely on.
How AI is rewriting the contact center play book
Session code: COP207-S
Speaker: Zendesk, a AWS and USAN Partner
Session Type: Lightning talk
What you’ll learn:
Contact centers sit at the heart of every customer experience, but too often, they’re held back by complex systems, disconnected tools, and reactive service models. In this lightning talk, the Zendesk team (powered by AWS) shares how leading enterprises are transforming their contact centers into intelligent, proactive engines for customer loyalty.
You’ll see how AI and automation are redefining what’s possible in the modern CX stack:
- Deflect up to 60% of routine inquiries with smart automation and self-service.
- Empower agents with real-time insights that drive faster, more personalized resolutions.
- Scale seamlessly to handle unpredictable spikes in customer demand.
This session reveals what happens when CX meets cloud scale, where faster resolutions, happier customers, and stronger loyalty become everyday outcomes.
Optimize contact center staffing using AI-powered assistants
Session code: BIZ310
Session type: Hands-on workshop
What you’ll learn:
This advanced, hands-on session is perfect for the more advanced Amazon Connect users. You’ll build and implement advanced algorithms that...
- Assess staffing gaps
- Trigger proactive coverage changes
- And notify managers when automation limits are reached
Register for this session to learn practical techniques that improve forecast accuracy, reduce understaffing, and enhance SLA compliance through automated workforce optimization.
Customer Experience Reception: Creating Moments That Matter
Where: Giada at The Cromwell, 3595 Las Vegas Boulevard South, Las Vegas, NV 89109
When: Tuesday, Dec 2, 2025 | 6:00PM - 9:00PM PST
What:
This special evening reception, hosted by Pasquale DeMaio, Vice President of Amazon Connect, is exclusively for senior contact center leaders. You can expect a delightful evening, including...
- Live music and entertainment
- Elevated food and beverage offerings
- The chance to connect with your CX peers
- Interactive showcases of Amazon Connect
This event is a can’t miss for any CX leader, but space is limited. Make sure you register ASAP here.
Final Thoughts
For customer-experience leaders, AWS re:Invent 2025 is an unmissable opportunity. These sessions provide the frameworks, tactics, and inspiration you need to improve your customer experience and leverage AI.
Get ready to connect, build, and lead the new era of customer experience.