This isn’t about layering AI onto legacy workflows - it’s about rethinking how work gets done. Discover how adaptive AI and empowered human agents are driving faster, smarter, and more resilient operations.

• Learn how to identify high-impact, high-complexity processes where human expertise and AI can work together effectively (e.g., fraud management in banking, multilingual CX in travel & hospitality, patient support in healthcare)
• Explore how to design and launch targeted pilots - such as agent assist, customer-facing bots, and analytics - while measuring outcomes and refining based on real-world feedback
• Understand the steps to move beyond pilots by integrating AI into core workflows, upskilling agents, and establishing strong governance to ensure sustainable, industry-specific transformation

Join AWS customer experience thought leader Siegfried Schallenmüller and TUI's Director of Customer Services and Operations, Ramón Delima, as they unveil the remarkable transformation of TUI's customer service operations.

In this engaging session, discover how TUI, one of the world's largest leisure and tourism companies, leveraged Amazon Connect to revolutionise their customer experience strategy. Learn about TUI's journey from traditional contact centre operations to an AI-powered, omnichannel customer service powerhouse. The speakers will share TUI's digital transformation challenges and objectives, demonstrating how Amazon Connect enabled them to improve cost ratios, reduce average handling time, and avoid unnecessary contacts. You'll gain insights into the transformative impact of AI and automation on TUI's customer service efficiency, along with a forward-looking perspective on the evolution of AI in contact centres. Through real-world examples, you'll see how TUI is utilising cutting-edge features of Amazon Connect to deliver exceptional customer experiences.

Whether you're a customer service leader, a technology decision-maker, or simply passionate about delivering exceptional customer experiences, this session offers valuable insights into the future of cloud-based contact centres and AI-driven customer service innovation. Don't miss this opportunity to learn from industry leaders and gain actionable strategies for your own customer experience transformation journey.