AWS re:Invent 2025: Amazon Connect & Agentic AI

Event Overview

AWS re:Invent 2025 marks a watershed moment for contact center transformation, with 43 dedicated sessions showcasing how agentic AI is revolutionizing customer experience operations. This isn’t experimental technology—Fortune 500 companies are already achieving 30% contact deflection, managing 10,000+ agents across multiple continents, and processing billions in transactions using AI agents that reason, decide, and act autonomously.

What You’ll Learn

Strategic Insights: Five major keynotes featuring AWS CEO Matt Garman, VP of Agentic AI Swami Sivasubramanian, and CTO Dr. Werner Vogels will unveil the future of AI-native customer experience platforms.

Proven ROI: Real-world case studies from Zepz (financial services), TUI Group (tourism), UC San Diego Health (healthcare), and others demonstrate measurable business outcomes including cost reduction, improved CSAT, and operational efficiency gains.

Hands-On Skills: 13 workshops cover implementing AI-powered self-service, modernizing agent workspaces, building intelligent email automation, creating multilingual contact centers, and deploying production-grade agentic systems.

Advanced Capabilities: Sessions explore predictive routing, generative AI for content creation, Model Context Protocol (MCP) for agent orchestration, Amazon Bedrock AgentCore for production deployment, and omnichannel journey design integrating voice, chat, email, and IoT.

Who Should Attend

CX executives, contact center directors, customer service leaders, IT architects, developers, and operations managers looking to understand and implement next-generation AI capabilities.

Key Technologies

Amazon Connect, Amazon Bedrock, Amazon Bedrock AgentCore, AWS Lambda, Amazon SageMaker, Model Context Protocol (MCP), generative AI, agentic AI, predictive analytics.

Special Events

• J.P. Morgan presents ACQUIRED Podcast Live (Thursday, Dec 4) featuring Netflix Co-CEO Greg Peters and Perplexity CEO Aravind Srinivas
• Expo featuring 400+ sponsors including Accenture, Salesforce, ServiceNow, NVIDIA, and Anthropic
• Networking receptions and Expo happy hour

Registration

Full Conference Pass: $2,099 (group discounts available)

Website: https://reinvent.awsevents.com

For all the news from this year’s event, follow our event hub: https://www.cxtoday.com/tag/aws-reinvent/

CX professionals: Focus on BIZ-coded sessions for contact center content. Popular workshops fill quickly—register early.