#666: Balancing AI-driven efficiency and responsibility with Pasquale DeMaio, Amazon Web Services

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 21 April 2025

⏱️ 26 minutes

🔗️ Recording | iTunes | RSS

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Summary

For many brands, AI is revolutionizing customer experience, but with increased adoption comes widespread concerns about job displacement, ethical risks, and trust. Is AI truly enhancing human capabilities, or is it simply replacing them? And how can companies balance efficiency with responsibility in AI-driven CX? Joining me today is Pasquale DeMaio, Vice President of Customer Experience Services at AWS. Pasquale DeMaio Vice President, Customer Experience Services at AWS Pasquale is the Vice President of Amazon Connect at AWS, an organization he founded in 2015 to help companies of any size deliver superior customer outcomes at lower cost. Under his leadership, Amazon Connect is enabling businesses to transform the way they engage with their customers at every interaction. With this vision, Amazon Connect has become one of the fastest-growing products in AWS history, and now enables tens of thousands of AWS customers to support more than 10 million daily customer interactions across sales, customer service, and engagement. Pasquale has 20 years of experience in delivering world-class B2B and B2C products. Prior to AWS, Pasquale led products in machine learning, augmented reality, mobile, and maps. His specialties include operating SaaS at world-leading scale, delivering exceptional customer experiences, and driving UX and technology innovation. Resources AWS Connect: https://aws.amazon.com/connect/ Introducing The Next Generation of Amazon Connect: https://aws.amazon.com/blogs/contact-center/introducing-the-next-generation-of-amazon-connect/ Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	Your brand may be staying on top of current trends, but are you agile enough to stay relevant,
0:04.6	resilient, and successful as customers, competition, and the world continues to change at a
0:10.4	breakneck pace. I'm thrilled to share the newly revised version of my first book, The Agile
0:15.7	Brand. I'm calling it the Agile Brand Revisited. It's been updated to reflect our continually changing world,
0:22.1	and it provides seven principles that form the backbone of an Agile brand, offering detailed
0:26.8	insights and actionable steps for incorporating them into your business strategy. This is the book
0:31.9	that started it all, and I'm excited to share it with you. It's now available in print and digital
0:36.4	formats and available everywhere.
0:38.3	Learn more by going to the Agile Brand Guide website at www.adagelbrand guide.com.
0:44.3	The Agile Brand
0:48.3	Welcome to Season 7 of the Agile brand, where we discuss the trends and topics marketing leaders need to know.
1:00.3	Stay curious, stay agile, and join the top enterprise brands and MARTEC platforms as we explore marketing technology, AI, e-commerce, and whatever's next for the Omnichannel customer experience.
1:12.6	Together we'll discover what it takes to create an Agile brand, built for today and tomorrow,
1:16.6	and built for customers, employees, and continued business growth.
1:20.6	I'm your host, Greg Kilstrom, advising Fortune 1000 brands on Martec, AI, and marketing operations.
1:32.4	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology services, talent services, and real-world application. For more information, go to
1:38.0	T-EK Systems.com. To make sure you always get the latest episodes, please hit subscribe on the app
1:44.1	you listen to podcasts on,
1:45.4	and leave us a rating so others can find us as well.
1:48.6	And now on to the show.
1:52.0	For many brands, AI is revolutionizing customer experience,
1:56.2	but with increased adoption comes widespread concerns about job displacement, ethical risks, and trust.
	...

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