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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Zach Barbitta, Sr. Product Manager
Amazon Pinpoint
Digital User
Engagement on AWS
Transform customer experiences
by leveraging AWS for digital user
engagement

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

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How can I create
delightful
customer
experiences?

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. © 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

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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

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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

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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. © 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

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Amazon Pinpoint demoAmazon Pinpoint demo