Pasquale De Maio — Vice President of Customer Experience Services, AWS
Published:
Within two years we'll stop saying 'generative' altogether because AI will be as ordinary as call recording.
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