Why contact deflection creates quiet loyalty erosion - Interview with Pasquale DeMaio, VP of Amazon Connect Customer

Today’s episode of the Punk CX podcast features a chat I had with Pasquale DeMaio, Vice President and General Manager of Amazon Connect Customer, Amazon Web Services’ AI-powered customer experience platform, which supports more than 20 million customer interactions daily across 42 countries. We talk about how every customer now expects concierge-level treatment, regardless of how much they spend; the implications for brands; the phenomenon of ‘quiet loyalty erosion’; why loyalty is the only metric that matters now; human superpowers; and how customer experience (i.e. the contact centre space) has shifted from cost center to strategic growth driver. This interview follows on from my recent interview – Reinventing the organisation to drive better customer and employee outcomes – Interview with Ricardo Semler – and is number 601 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.