It’s been nearly three years since cloud titan, Amazon Web Services (AWS) jumped into the contact center space when it announced its Amazon Connect cloud contact center solution. The company is a late entrant in the space, which normally spells doom for any company because once a market is mature, it’s hard to disrupt. AWS promised to be different and use artificial intelligence (AI) to take contact centers in an entirely different direction.
Arguably, no other industry has been impacted by digital transformation (DT) as much as retail. Retail has undergone a major transition over the past few years, with customer experience (CX) becoming the No. 1 brand differentiator.