How Amazon, Tealium, and Slalom Activate First-Party Data to Power the Modern Contact Center - Seguridad Mania.com - España y América Latina

Contact centers are under pressure: customers expect fast, personalized help, agents are stuck switching between systems, and marketers often can’t see (or use) what happens during these interactions. At the same time, AI and automation are rapidly reshaping how service is delivered. In this fireside chat, leaders from Amazon, Tealium, and Slalom will share how brands can use unified first-party data to modernize the contact center and deliver exceptional customer experiences while improving efficiency and reducing operational costs. We’ll explore: - The biggest challenges contact centers face today – long handle times, fragmented data, and inconsistent experiences across channels - How to combine Tealium’s real-time customer data with Amazon Connect to power smarter routing, agent assist, and AI agents - Ways to use a company’s first-party data and contact center signals together (e.g., click-to-call for high-intent visitors, deflecting low-value calls, and feeding call outcomes back into your customer data model) to better serve customers - Practical implementation patterns from Slalom – how to design the architecture, implement the right solution, and operationalize it across CX, marketing, and data teams to deliver value to your company and your customers - How to start small, scale responsibly, and ensure CDP- and Connect-powered experiences translate into real improvements in agent efficiency, customer satisfaction, and operational performance. This session is ideal for CX and contact center leaders, marketing and digital teams, and data/IT stakeholders who want to turn their contact center into a connected, AI-ready engagement channel.