The contact center as we know it is being reinvented—and AWS re:Invent 2025 is where you’ll see the future unfold in real-time. With 43 sessions dedicated to Amazon Connect and agentic AI, this isn’t just another tech conference. It’s ground zero for the most significant transformation in customer experience since the shift to cloud.
Why This Year Is Different
Forget everything you know about chatbots and IVRs. Agentic AI represents autonomous agents that reason, make decisions, and take action independently—while seamlessly collaborating with human agents. The proof? Companies like Zepz are deflecting 30% of contacts while processing $16 billion in transactions. TUI Group migrated 10,000 agents across 12 European markets and cut operating costs by 10%. UC San Diego Health integrated Epic EHR for self-service patient authentication. These aren’t pilots, they’re production deployments delivering measurable ROI.
The Stakes: Early adopters are gaining significant competitive advantages. By the time you read about their success in case studies, they’ll be two years ahead. Re:Invent 2025 is your chance to close that gap.
Your Three-Track Amazon Connect Focused Strategy
Here are our recommended sessions across the five-day event, one things for sure, you need a plan. Choose your track:
Track 1 – Breakout Sessions led by Amazon Connect Customers and AWS Experts
Don’t Miss Biz 221 | Agentic AI advancements in customer experience with Amazon Connect – Pasquale DeMaio
Amazon Connect transforms routine interactions into memorable moments Amazon Connect seamlessly embeds AI across every customer touchpoint, built from the ground up as a unified, cloud- and AI-native solution. By driving seamless coordination between human and AI agents, it preserves context across every interaction to drive differentiated customer experiences.SPEAKER LINE UP: Pasquale DeMaio, Vice President & General Manager, Amazon Connect, AWS; Bamba Diouf, Principal Product Manager, Amazon Connect, AWS; James Boswell, Vice President of Cloud, Centrica; Darren Miles, Chief Technology Officer (CTO), Centrica
Other sessions:
- BIZ211 | So Energy streamlines customer service with AI-powered automation
- BIZ212 | Anthology boosts contact center efficiency with AI
- BIZ213 | Petco unlocks agentic AI-powered customer service with Amazon Connect
- BIZ214 | Traeger accelerates contact center agent productivity with agentic AI
- BIZ215 | Cochlear enhances contact center observability with Amazon Connect
- BIZ216 | Redefining service excellence: Canada Life’s AI-powered contact center
- BIZ217 | Global tourism brand transforms customer service with Amazon Connect
- BIZ218 | UC San Diego Health modernizes patient engagement with Amazon Connect
- BIZ219 | Caesars personalizes guest service at scale with AI-powered Amazon Connect
- BIZ220 | Transforming contact centers in financial services with Amazon Connect
Outcome: Business case validation, ROI metrics, peer testimonials, strategic roadmap.
Track 2 – Business applications technical sessions Led by Amazon Connect Experts
Must-attend sessions include:
- BIZ302 | Create advanced self-service experiences with Amazon Connect
- BIZ308 | Modernize your contact center agent workspace with Amazon Connect
- BIZ310 | Optimize contact center staffing using AI-powered assistants
- BIZ311 | Optimize customer conversations in your IVR with Amazon Connect
- BIZ316 | Streamline Amazon Connect management with agentic AI-powered controls
- BIZ318 | Transform data into insights with AI-powered Amazon Connect
- BIZ320 | Unlock intelligent generative AI-powered email with Amazon Connect
Outcome: Production-ready skills, architectural patterns, implementation blueprints.
Track 3 – CX Leaders Take Note: Three Keynotes You Cannot Miss
Tuesday, Dec 2 | 8:00 AM: Matt Garman’s Opening Keynote
AWS’s CEO will unveil major Amazon Connect innovations. Expect announcements around enhanced agentic capabilities, Amazon Bedrock AgentCore integrations, and global infrastructure expansions. Pro tip: Arrive 30 minutes early—this sells out.Wednesday, Dec 3 | 8:30 AM: The Future of Agentic AI
Swami Sivasubramanian (VP, Agentic AI) delivers the technical foundation you need. This is where you’ll understand how to build, deploy, and run secure AI agents on AWS. Critical for: Technical leaders and architects.Wednesday, Dec 3 | 3:00 PM: The Partnership Advantage
Dr. Ruba Borno hosts a fireside chat with Matt Garman, revealing how partners act as force multipliers in the agentic era. Critical for: Those evaluating implementation partners.Your Day-by-Day Navigation Plan
Monday
Arrive early, get your badge, attend foundational sessions.
PQ sessions:
- Biz 221 | Agentic AI advancements in customer experience with Amazon Connect 10:00-11:00am, Las Vegas | Wynn | Latour 2
- INV203 | Innovation Talk | The agent-enabled workplace: Transforming businesses 12:00pm-1:00pm Venetian | Level 5 | Palazzo Ballroom B
Other sessions:
- BIZ215 | Breakout session | Cochlear enhances contact center observability with Amazon Connect 11:30 AM-12:30 PM, Las Vegas | Wynn | [Silent Session] Lafite 7 (Pink Theater)
- BIZ211 | Breakout session | So Energy streamlines customer service with AI-powered automation 1:00pm-2:00pm Las Vegas | MGM | Grand 123
- BIZ214 | Breakout session | Traeger accelerates contact center agent productivity with agentic AI 2:30-3:30, Las Vegas | Venetian | Lido 3106
Hit the Welcome Reception (4:00-7:00 PM) to orient yourself and network.
Tuesday
Matt Garman’s keynote at 8:00 AM-10:30AM sets the agenda.
- BIZ213 | Breakout session | Petco unlocks agentic AI-powered customer service with Amazon Connect 1:00-2:00pm, Las Vegas | Venetian | Lido 3106
- BIZ219 | Breakout session | Personalize customer experiences at scale with AI-powered Amazon Connect 4:00-5:00pm Las Vegas | Wynn | [Silent Session] Lafit 7 (Turquoise Theater)
Connect Customer Event 6:00pm-8:00pm at the Cromwell. Customers are encouraged to attend!
Attend post-keynote sessions on new announcements. Explore the Expo (10:00 AM-6:00 PM). Evening networking receptions (6:00-8:00 PM).
Wednesday (Busiest Day)
Agentic AI keynote (8:30 AM), hands-on workshops midday, Partnership keynote (3:00 PM), Expo Happy Hour (4:30 PM), networking receptions (6:00 PM).
- Swami Sivasubramanian Keynote 8:30am-10:30am Venetian
- BIZ220 | Breakout session | Transforming contact centers in financial services with Amazon Connect 10:00-11:00am Las Vegas | MGM | Grand 123
- BIZ217 | Breakout session | Global tourism brand transforms customer service with Amazon Connect 12:00pm-1:00 Las Vegas | MGM | Grand 119
- BIZ212 | Breakout session | Anthology boosts contact center efficiency with AI 4:30pm-5:30pm, Las Vegas | Wynn | [Silent Session] Lafite 7 (Orange Theater)
Thursday
Infrastructure keynote (9:00 AM), choose between ACQUIRED event or sessions (11:00 AM), Werner Vogels closing keynote (3:30 PM), re:Play party (7:30 PM).
- BIZ216 | Breakout session | Redefining service excellence: Canada Life’s AI-powered contact center 12:30-1:30pm Las Vegas | Wynn | Latour 2
- BIZ218 | Breakout session | UC San Diego Health modernizes patient engagement with Amazon Connect 3:30pm-4:30pm Las Vegas | Wynn | [Silent Session] Lafite 7 (Pink Theater)
Friday
Final sessions wrap at 12:30 PM. Plan departures accordingly.
Insider Tips for Maximum ROI
- Book Repeat Sessions Strategically Popular workshops like BIZ302 (self-service AI) and BIZ312 (AI agents) have repeat offerings marked “-R” or “-R1”. If your first choice is full, grab the repeat. Some sessions, like BIZ221 and BIZ219 will be Simulcast into a content hub. If you can’t get into a room, check out a content hub!
- Leverage the Guided Expo Tours AWS experts lead 60-minute tours at specific times (Tuesday-Thursday at 11 AM and 3 PM). First-come, first-served but invaluable for navigating 400+ sponsors.
- Download Session Content Early Presentations and code samples often appear in the mobile app during or immediately after sessions. Download before WiFi gets congested.
- Use Multi-Venue Travel Time Wisely Allow 20-30 minutes between The Venetian, Caesars Forum, MGM Grand, Mandalay Bay, and Wynn. Use this time for informal networking or catching up on notes.
- Attend Chalk Talks for Peer Learning Unlike lectures, chalk talks are interactive discussions where you can ask specific questions and whiteboard solutions with AWS experts and peers.
- Visit the Certification Lounge Open Monday-Thursday (7:30 AM-5:00 PM) at The Venetian. Get certified, verify existing certifications, or access study materials. Sponsored by Accenture.
- Balance Keynotes with Hands-On Time Don’t just collect slide decks. Workshops provide production-ready skills you can implement within 30 days of returning.
What to Bring
- Laptop (essential for workshops)
- Comfortable shoes (10,000+ steps daily)
- Business cards (old school, still effective)
- External battery (charging stations get crowded)
- Light jacket (venues vary in temperature)
The Bottom Line
AWS re:Invent 2025 isn’t just announcing the future of customer experience—it’s demonstrating it with production deployments, real ROI metrics, and hands-on workshops that give you the skills to implement immediately.
The companies presenting their success stories aren’t waiting for AI to mature. They’re already deflecting 30% of contacts, reducing costs by 10%, and serving customers across 130+ countries with AI agents that reason, decide, and act autonomously.
Your competition is in those sessions. The question is: will you be there too?
