EPISODE · Jul 21, 2026 · 8 MIN
"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook
from CX Today · host CX Today
At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), and Nate Brown (Co-Founder, CX Accelerator) right after their session on why AI pilots fail — and what the 5% who succeed do differently.Three questions. Three perspectives. Fifteen minutes of the most practical AI deployment advice from the conference floor.What CX leaders are really afraid of when it comes to AI What actually kills a pilot before it ships What the organisations that succeed do differently Key takeaways:Speed is a differentiator Iterate — don't aim for perfection Minimise confusion for customers, agents, and teams Reported live from CCW Las Vegas 2026See Amazon's playbook here
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At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), and Nate Brown (Co-Founder, CX Accelerator) right after their session on why AI pilots fail — and what the 5% who succeed do differently. Three questions. Three perspectives. Fifteen minutes of the most practical AI deployment advice from the conference floor. What CX leaders are really afraid of w...
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"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook
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