Front pagesponsored · AWS
CX AI6m · 13:31 BST · 1 min read
Why Resolution Is No Longer Enough for Customer Experience Leaders
Pasquale DeMaio, Vice President at Amazon Connect, explains why mediocre service quietly erodes loyalty, how AI can reveal what customers really experience, and why customer experience leaders must move beyond deflection to build more connected journeys.
Is resolving a customer issue still enough to keep people loyal?
In this CX Today interview, Rob Wilkinson speaks with Pasquale DeMaio, Vice President atAmazon Connect, about why mediocre customer service may now be more dangerous than outright failure. Customers often leave quietly, not because one interaction went badly, but because the experience felt forgettable, disconnected, or transactional.
Pasquale explains why legacy ideas like deflection and containment are becoming risky, especially as customers gain more options through AI tools, competitors, and self-service channels. Instead, he argues that organizations need to rethink customer experience as a growth engine, using AI to understand every interaction, connect customer data, and support both agentic and human-led experiences.
The conversation explores how leaders can measure customer engagement more effectively, why surveys and resolved-ticket metrics only tell part of the story, and how Amazon Connect is helping brands create more seamless, proactive, and personalized experiences at scale.
See Pasquale’s blog here.
For more Customer Experience tech news visit CX Today.
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