AWS re:Invent 2026 brings together some of the latest ideas, technologies, and conversations, shaping the future of customer experience. From AI contact center agents and intelligent self-service to omnichannel experiences and business outcomes, this year's sessions offer a closer look at where AI in CX is heading.
AWS shares a full event catalog compiling over 2,200 sessions across use cases and platforms where you can browse topics and find the ones that interest you. But with hundreds of sessions to choose from, where should you start?
We've done the digging and pulled together a guide with the sessions we think are worth adding to your re:Invent agenda if you are a contact center or CX leader. Whether you're heading to the event in person or planning on watching it from home, we want to help you make the most out of the experience. These sessions offer a mix of real-world examples, emerging technologies, and practical insights.
To make planning easier, look for these symbols throughout the guide:
⭐ Walk-up only — no advance registration required
❤️ Registration required — reserve your spot ahead of time
P.S. Click the session code below or search in the official AWS event catalog for the most up-to-date information. Sessions fill up quickly, so don’t forget to register soon!
Session code: IND108-S
Session type: Lecture-style, lightning talk
Speaker: Zendesk, an AWS and USAN partner
Level: 100 – foundational
What's it about?
This session explores how Zendesk and AWS are bringing customer interactions, workflows, and systems together in a more connected contact center experience. Attendees will see how AI can handle routine needs, support voice interactions, and help customers reach resolution faster.
For CX leaders, the session highlights how AI and human agents can work together while preserving customer context, giving agents the information they need to deliver more seamless and personalized experiences.
Session code: BIZ102
Session type: Lecture style, breakout session
Level: 100 - foundational
What’s it about?
This is a can’t miss lecture! You’ll be able to hear how Amazon Connect Customer is reshaping customer experience around agentic AI. A breakout session led by Pasquale de Maio, VP of Amazon Connect Customer, that moves beyond simply managing interactions to creating more proactive and personalized experiences.
For CX leaders, this session offers a look at what the future can hold when organizations put AI first by design while keeping customer experience at the center. If you want to strengthen and own the customer relationship, this session is for you.
Session code: PEX210
Session type: Lecture-style, lightning talk
Level: 200 - intermediate
What's it about?
New technology is only valuable if it delivers results. This session explores how organizations can connect technology investments to measurable business outcomes by defining meaningful KPIs, building a clear case for change, and driving adoption through change management.
For CX leaders, it offers a practical framework for measuring impact and communicating the value of CX initiatives in terms that matter to business leaders.
Session code: BIZ213
Session type: Lecture style, breakout session
Level: 200 - intermediate
What’s it about?
Deploying AI is one thing. Getting employees to use it and generating measurable business value is another. This session examines why AI initiatives can stall, and how governed access to enterprise data, connected systems, and agentic workflows can help organizations move beyond isolated AI experiments.
For CX leaders, the lessons apply directly to customer service. You’ll hear from a brand that faced many of the same challenges, including low adoption and a deployment that failed to deliver value. The session explores what went wrong, what they changed, and how a new approach helped turn the investment around.
Session code: MAM201
Session type: Lecture style, breakout session
Level: 200 – intermediate
What’s it about?
This breakout session gives you a first-hand look at how IT leaders from global organizations successfully moved from their on-premises environments to AWS.
We recommend this session if you’re planning a cloud migration, or if you’re working through challenges during your migration. You’ll hear practical advice on planning, execution, and lessons learned along the way. You’ll walk up from this lecture with actionable insights you can apply to your own cloud contact center journey!
Session code: TNC324
Session type: Hands-on bootcamp
Level: 300 – Advanced
What's it about?
This hands-on bootcamp explores what happens when AI can do more than answer a customer’s question. Attendees will build two AI agents on Amazon Connect Customer: one that assists human agents in real time and another that handles routine customer requests independently.
The session shows how AI can surface customer information, automate common requests, and seamlessly hand off complex interactions while preserving context. For CX leaders, it offers a practical look at how agentic AI can support contact center teams and create more connected customer experiences. We suggest this session for people who already use Amazon Connect and are looking for a hands-on session to expand their knowledge and usage.
Session code: IND3305
Session type: Lecture-style
Level: 300 - advanced
What's it about?
Citizens Financial Group is transforming its customer service experience with Amazon Connect and generative AI. This session explores how the organization modernized its legacy contact center, introduced conversational AI across voice and digital channels, and used AI-powered Agent Assist and conversation intelligence.
For CX leaders, the session offers a real-world look at how financial services organizations can use AI to improve customer interactions while driving measurable outcomes like containment rates, handle time, and routing accuracy.
Session code: BIZ319-R
Session type: Hands-on workshop
Level: 300 - advanced
What's it about?
In this hands-on workshop, attendees will use Amazon Connect Customer’s Agentic CX Designer to build and deploy an AI agent without coding, combining generative AI with business logic for use cases like payment processing and identity verification.
For CX leaders, the session offers a practical look at how teams can create, test, and improve self-service experiences while connecting customer data and maintaining context across interactions.
With hundreds of sessions on the agenda, narrowing down where to spend your time is no easy task. We hope this list gives you a starting point and highlights a few conversations worth following throughout re:Invent 2026.
Stay curious, stay connected, and get ready for what’s next in CX!