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© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Zach Barbitta, Sr. Product Manager
Amazon Pinpoi...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Agenda:
1. Digital User
Engagement (DUE) on
AWS
...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
How can I create
delightful
customer
experiences?
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.© 2018, Amazon Web Services, Inc. or its Affiliat...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Working backwards from the customer, we know…
… ...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AWS has the tools to transform user engagements
...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Collect Device Data
(standard attributes)
Collec...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
What does successful engagement look like?
Feed ...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Build a single stack for user engagement with AW...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Pinpoint demoAmazon Pinpoint demo
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Obsess About Your Customers: Listen to Social Voices to Enable Delightful Engagement Experiences

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AWS Mobile Week at the San Francisco Loft

Obsess About Your Customers: Listen to Social Voices to Enable Delightful Engagement Experiences
In this hands-on lab, we'll show you how you can easily deploy an AWS solution that ingests tweets from any twitter handle, use AI to generate a sentiment score, then automatically engage your customers with a dynamic, personalized message.
Level: Intermediate
Speaker: Zach Barbitta - Sr. Product Manager, AWS

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Obsess About Your Customers: Listen to Social Voices to Enable Delightful Engagement Experiences

  1. 1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Zach Barbitta, Sr. Product Manager Amazon Pinpoint Digital User Engagement on AWS Transform customer experiences by leveraging AWS for digital user engagement
  2. 2. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Agenda: 1. Digital User Engagement (DUE) on AWS 2. Introduction and deeper dive into Amazon Pinpoint 3. Pinpoint Demo
  3. 3. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. How can I create delightful customer experiences?
  4. 4. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Traditional engagement no longer meets customer expectations X Generic experience with impersonal messages X Poorly timed engagements X Disconnected legacy systems to manage X Limited touchpoints to reach users X Minimal customer data and insights
  5. 5. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Working backwards from the customer, we know… … personalized, relevant, and timely notifications … get notifications over the appropriate channel (email, push, SMS, others) … customized notifications, receive the information they want Younger generations: - Prefer mobile, chat, and voice - Limited engagements with agents / advisors Emerging markets: - Typically mobile-first, skipping web portals - Smartphone adoption rising quickly All consumers: - Want more personalized products and services - Expect purchasing new products to be easy - Demand services via the channel of their choice
  6. 6. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AWS has the tools to transform user engagements Chatbots & contact center Amazon Lex Amazon Connect Amazon Polly AWS IoT Alexa Skills Voice & IoTEvents & predictions AWS Lambda Amazon Machine Learning Amazon DynamoDB Amazon S3 Data lakes & profile storage Amazon Redshift Amazon Comprehend Amazon SNS Amazon SES Messaging & sentiments AWS Mobile Hub Build & connect applications Amazon Cognito Amazon API Gateway Amazon Pinpoint Segment, & analyze users Amazon Kinesis Amazon EMR Lambda functions
  7. 7. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Collect Device Data (standard attributes) Collect Interaction Data (events) Create More Defined Segments (tools to help) How can Amazon Pinpoint transform user engagement? With a DUE stack on Amazon Pinpoint, companies can leverage customer data and overcome the hurdles to successful customer messaging across channels. Send Notifications that Matter Learn Customer Characteristics and Preferences
  8. 8. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. What does successful engagement look like? Feed the continuous feedback loop; understand your user behaviors, act on it, iterate, and improve User engages with company (downloads app) Message user and capture campaign metrics Identify signals (i.e. did they engage?) Factor in time, location, context CUSTOMER INSIGHTS PERSONALIZED ENGAGEMENTS Segment users automatically and easily based on profile Profile user with custom attributes Optimize content for user (improve) Re-message user
  9. 9. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Build a single stack for user engagement with AWS Voice SMS Push notifications ChatbotsEmail Contact center Mobile appsWeb AWS Digital User Engagement Solutions User Analytics Services User Context & Behavior Compute and Data Storage Services Targeting Content Management Interaction Management Branding Acquisition Engagement Channels Event & Interaction Processing Automated Workflows & Business Processes
  10. 10. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Pinpoint demoAmazon Pinpoint demo

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