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Tom and Alex welcome John Ing, freelance Amazon Connect consultant and founder of the independent Amazon Connect user group, to discuss the group’s rapid growth over two years, its community-led agenda, and why smaller, Chatham House Rules-style events enable candid sharing and practical problem-solving.

John compares Connect community dynamics across the UK, Australia, and the US, noting similar challenges but greater scale and regional “clusters” in America that may require multi-city events. He outlines the difficulty of funding events while preserving independence and keeping attendance free.

The conversation also covers AWS’s recent Amazon Connect rebranding, speculation on broader strategy beyond contact centers, and where organizations are on agentic AI adoption—mostly experimentation and POCs, with production limited due to testing, observability, and risk concerns—before talking about the upcoming user group even in London on June 3 - register at tacug.org.

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