Pasquale De Maio — Vice President of Customer Experience Services, AWS
Published:
The true promise of AI is augmentation, not displacement. By embedding large-language models directly inside everyday workflows and pricing them like utilities rather than luxury add-ons, companies can elevate the human touch while quietly automating the drudgery that dilutes it.
What does Pasquale De Maio say on The Agile Brand with Greg Kihlström?
Pasquale De Maio, Vice President of Customer Experience Services, AWS, says: This interview with Pasquale De Maio, who leads Amazon Connect at AWS, explores how generative AI should be used to augment customer experience rather than replace agents. De Maio discusses practical wins from embedding LLMs into workflows, adoption barriers like technical complexity and unpredictable pricing, agent-centric benefits (reduced stress, better focus), and the necessity of built-in guardrails for transparency, fairness, and privacy as AI becomes an ordinary part of CX.
From: The Agile Brand with Greg Kihlström