Agentic Customer Experiences in Action

United Airlines deliberately chose to solve the hardest problem first: flight disruptions. By combining voice AI with synchronized on-device digital experiences through Live Sync, they created a multimodal companion that guides passengers through rebooking with confidence. ~40% of customers now self-resolve flight disruptions without live-agent escalation, CSAT scores exceed all other automated channels, and Live Sync use cases achieve up to 67% automation across all use cases. The session covers human-centered design principles — Understanding, Reassurance, Guidance — and how voice + mobile visuals eliminate "voice overload" in high-anxiety scenarios.

Most organizations are stuck in AI pilot mode — only ~15% are ready to give AI agents the tools to transact. Citizens Bank broke through by blending deterministic workflows with agentic AI, implementing voice agents directly into their mobile application, taking adoption from 0% to ~60% and dramatically shifting call volume away from their 800 number. Learn Citizens Bank’s approach to building AI service, including their "Listen → Learn → Improve" flywheel that scales across the enterprise.

An MIT study found ~95% of AI pilots fail to reach production, and ~72% of C-suite leaders report rollout challenges. This candid session pattern-matches what separates the 5% who succeed from the rest — drawn from real Amazon-scale deployments. Learn the 5 failure patterns (wrong problem, knowledge not AI-ready, governance as bottleneck, building silos, confusing prototype with production), why you should focus on use cases with ≥5% of contact volume, and the tactical playbook: start from ideal CX, capture human judgment, embed AI in the flow of work, and invest in change management.

Dominion Energy serves 2.8 million customers across the southeastern United States. Hear how they partnered with AWS and USAN to implement Lex conversational IVR, Gen-AI coaching plans, and full QA automation on every call, achieving a 60% reduction in average speed of answer, a 19% drop in residential call volume, and ~50% reduction in negative agent attrition — all while improving CSAT. Hear how Dominion Energy used AI to automatically classify customer intent, solving their problem of 80% of calls being dispositioned incorrectly.

Your data is your only durable moat. This session introduces the Amazon Connect Customer flywheel — Act, Know, Personalize, Design, Learn, Trust — and demonstrates how a single browser click can evolve into a five-star customer journey. See how real-time Customer Profiles and predictive insights work together to power anticipatory outreach, with a live demo of proactive vacation planning. Learn why proprietary data is the ultimate competitive advantage, how real-time segmentation drives Outbound campaigns, and how the Agentic CX Designer turns scattered signals into personalized experiences.