Aly Galal

Amazon Connect Leader, AWS EMEA Amazon Web Services

With over two decades of experience in technology strategy and digital transformation, Aly has established himself as a thought leader in the evolution of customer contact solutions. Aly currently leads EMEA Sales and Business Development for Amazon Connect at AWS. Prior to joining AWS, he served as Principal Board Advisor and Practice Leader at Forrester Research. His earlier career includes commercial and technology roles at Software Providers & Global Systems integrators including IBM, Genesys, and BT.

Aly brings a unique perspective to the CCW Advisory Board, combining deep business expertise and technology understanding gained from working with an extensive list of clients across industries, countries, and scale. His clients ranged from the largest global contact centre operators to the smallest niche providers focused on high-value/low-volume customer management operations; and from across all corners of Europe, Middle East, and Africa. He is passionate about advancing the customer contact industry through innovation in AI, cloud technologies, and experience optimisation.