Soumya Unni

Head of Solution Architecture Leader Amazon Connect EMEA

Summit Day One - Tuesday, 6th October 2026 [CET]

9:55 Presentation: How Leading Brands Are Rebuilding Customer Experience in the era of Agentic AI

There is a lot of excitement right now about AI in customer experience. More tools. More vendors. More promises. But your customers don't care how many AI tools you bought. They care whether you actually know them and whether you can get it done without making them work for it. The leaders getting real results? They aren't starting with technology. They're starting with a question: what does my customer actually need from me? Join Amazon Connect Customer and a leading European brand as they share how they rebuilt their experience from the ground up. No compromises. Just resolution. They'll talk about what works, what surprised them along the way, and why the only strategy that scales is knowing what your customer wants and getting it done.

Check out the incredible speaker line-up to see who will be joining Soumya.

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