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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)…
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